by olivier | May 11, 2010 | CUCM, Lab, UCCX
Hi,
During some test reviews , I have encountered the following issue . I was dealing with one UCCX script which must call agent in different location and I was receiving some beeps before to jump in the default script ‘Sorry we are experiencing ….’ .
It was happening only when agents were logged. After looking more deeply , it was impossible to set up an agent in a ready mode at the remote location , they were in a reserved mode.
After some investiguations, I saw that I have forgotten to remove the location bandwidth restriction to test the AAR functionality . So I was hitting the fact that my ICD applications can’t dial any remote agents due to a lack of bandwidth. Removing this restriction of bandwidth has resolved the issue.
But my question was then to see how we can correct this as AAR was configured on my agent phones and you can also specify AAR group under your CTI configurations.
The result is there even if you have the opportunity to configure AAR under your CTI ports . It will not succeed as it is a limitation of UCCX.
So don’t rely on AAR to save your call center script for remote agents!!!
by olivier | Mar 8, 2010 | UCCX, Written Theory
Let’s review the three capabilities of the IPCC :
- Interactive Voice Response (IVR) : It is the opportunity to play recorded messages over the phones to users. IVR is then able to react to user input like spoken input or DTMF tones.
- Automatic Call Distribution (ACD) : It is the ability to provide automatic call routing for incoming calls and the opportunity to send these calls to agents based on their availability or how long they have been idle.
- Computer Telephony Integration (CTI) : It is the opportunity to provide screen pop to agent desktops during call transfer. these call information provided via the pop-up can be the number dialed, th ANI , information inputs and so on. CTI is also able to interact with windows applications.
by olivier | Mar 8, 2010 | UCCX, Written Theory
IPCC Express is a contact center solution deployed in Cisco AVVID and IPT Telephony environments. It provides the following functions:
- Automatic Call Distribution (ACD)
- Interactive Voice Response (IVR)
- Computer Telephony Integration (CTI)
IPCC Express is a part of the Cisco Customer Response Solution (CRS) platform.
by olivier | Mar 3, 2010 | CUCM, Written Theory
There are 3 different types of CTI Control devices:
- CTI Ports : Virtual device with virtual lines
- CTI Route Points : These can receive many calls simultaneously for application-controlled redirection
- Cisco IP Phones : These are phones that a CTI application can control
