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This CAD or CTI-OS?

I'm not sure what the issue here is even if you have three IP-IVRs - the ICM application normalises call routing so you can do this in ICM scripting. If you queue a call you can set it's priority in as many queues as you like.

Sure, If you are are queuing to a skill group you can use the queue priority node.

ICM works in a different way to the Ayava at the Rogger there isn't really a concept of passive /active both router processes are active in that they are both reviewing real time data and any db script/config changes you make. This means if the side routing calls goes down there is minimal delay...

Depends how the PGs are installed, if you have split the Avaya across two data centres ICM 7.x allows you to spilt a pair of PG e.g. 1a & 1b across the same site - however you need a dedicated private connection between the PGs. In this environment if the PG 1a loses connectivity with the Avaya...

jimeec as long as this person CTI desktop client can reach the CTI PG it should work. Your user doesn't sound like a typical call centre agent i.e. has laptop and wants to take inbound call centre calls over a VPN connection - I'd also be careful about the voice quality in that scenario. I use...

You can use IPC for an agent phone in a lab enviroment - it's not supported in production. What's so important about the phone type?

You can do this via. the awdb / webview

Are you seeing the data in the OPC traces?

You can schedule reports in webview and export them in various formats, you'll need to support activex. If you are doing it on a regular basis I find it is far better to write a SQL DTS package and schedule that to run on the HDS.

Exit OPC will restart OPC and clear the buffer, then fail it over to the other PG side. Do you have a defect ID?

Have a look at the JTAPI Gateway logs sounds like the PG is losing site of those agent.

The Nortel/ICM integration has always been a pain, I don't think Nortel are too happy about thrid party tools. However, ICM7 has a tool call AAS which is designed to replicate Symposium data up to the router/logger. I believe you can install it on v5/6 PGs at a cost of about $20k.

In ICM 7 you can now set it in two places, against the call type and the skill group.

Hi, You can do this in IP IVR, you basically put the caller on hold and conference in the agent, play the agent a tone then transfer the call to the agent. It's a simple, but tricky, script in the ivr.

Hi, The HDS's will replicate from the ICM Logger. However, it's worth noting two things; normally the retention period on the Logger Database is much less than the HDS Database and if you have to rebuild a HDS there is no way within the product to syn it with the other HDS. You can get over...

Are you using IPCC Express or IPCC?

Hi, you can do this from CTI OS. But if you want the run a SQL query you can find this infomation in the call type and skill group real time tables on the awdb.

You can use expression editor e.g if the agent extension has been entered in a IVR CED. If you just want to hard code it why not use the label node. If you really want set a call peripheral to 50005 and use expression editor to set it.

which release?