Recent content by lilabell

Hello, I need assistance with the syntax to create a xml look up table. What I am trying to do is to have the text to speech playback the full state name instead of the state abbreviation that it recieves from the Db, for example "california" instead of "ca". We have a dates.xml file that does a...

Hello All, I am a newbie. I have experience on Nortel and Avaya platforms and Cisco Call Manager experience as well as a CCNA so I have experience on other platforms for IVR and I understand the basics of the java script for UCCX so I am not really looking for a class to take (unless it was...

Thank you for your help that fixed it and all is well. Thanks again, Lilabell

Thank you so much for the reply PappaG, we do have access and I think this should get us what we need. Thanks again! Lilabell

Hello, I need some assitance with call flow outs. I know that a flow out on the reports indicates that the call was handed off to another application or external destination and is not handled by the agent. However, what I am seeking is a way to determine specifically where the call flowed out...

Thank you so much for your help! I will look into that, and I completely agree. I dont think it should be changed. Thank you once again and have a great day! Lilabell

Awesome! Thank you so much for your help this resolved the issue. I am getting another error that states that the license and resource manager may be down but that sounds like a licensing issue that I will probably have to take to our VAR. Thank you once again for your help and have a great...

Hello, Pardon the long post: I am recieving the following error when trying to launch the CAD. "Login failed due to a configuration error. Please ask your system administrator to associate your phone with the RM JTAPI Provider user ID according to the instructions in the...

Hi again, I spoke with the agents manger and the agent and it sounds like they are being put in reserve. This is what I got from the Cisco documentation. Reserved You are temporarily set aside to receive a specific ACD call. Your state changes to the Talking state when you answer the call.If...

Ok thats what I figured, I was not able to find a 3rd party tool either. I thought I would put the feelers out there and see what I could find though. Thanks again, Lilabell

Hello again, Thank you for your help. Here are some additional details. IPCC Version 5.0, CM version 6.1. Thankfully the issue does not happen to all of the agents simultaneously or even consistently. And it does not happen when they are on a call. It is happening periodically between calls...

Hi there, I am sorry I should have been more clear. Yes that is exactly what I am looking for. Ideally it would pull the information from the IVR script with out the need to manually populate everything. Right now we are building them manually in Visio. The Avaya product apparently pulled the...

Hello, We are experiencing an issue where the agents are periodically getting bumped to Not Ready. This does not happen while the agent is on the call. It is affecting all of the agents and happens regardless of what queue the agent belongs to. Rebooting the server corrected the issue for a...

Hello, Avaya has a call flow diagram graphic generator tool that the call center managers had grown to love. I wanted to see if anyone out there is aware of a similar tool for the Cisco IPCC Express. Either out of the box or third party and where to go to obtain it? Please advise -

Hi there, I saw this by John Poole in another post: "You can use date in 81 to list phones modified since a date" Can you tell me what the full syntax is do do so? I would greatly appreciate it. Thanks again, Liliabell