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in citrix environments, agents can sit anywhere in the contact center. They need to know what phone AAAD should control. Therefore, workstations are mapped to the phone. With Citrix, it's not possible for an application to programatically determine the machine its running on - non citrix does...

Launch the multimedia admin - go to Agent Desktop Configuration -> General Settings and configure the trunk access code there.

The easiest way to do this is to create a campaign, import the customer list and then cancel the campaign.

Don't know what could have led to the service stopping but the order of the services to restart is important: Stop CCMM Multimedia Manager Client Stop All CCT services Stop CCMS OAM_CMF Stop CCMS NBMSM Stop CCMS TFE Stop CCMS ASM Restart CCMS ASM Restart CCMS TFE Restart CCMS NMMSM Restart...

You could try upgrading to SP6.

What software lineup are you using?

yes - AACC 6.2 SP6 should resolve your issues.

yeah, there were issues with this. Getting up to SP6 should resolve.

Are you using AACC or NES CC7? What patch lineup are you on?

I would start with the latest patches and then give user Voice only contact type, try to firstly login via telset (prove no license issue), then login via CCT RefClient. Assuming this works, add Email capability then retry.

I cant imagine how you might get a simulator but it may be worth deploying a lab system prior to cutover to conduct training and acceptance testing. The desktop is substantially different between the two releases - CCAD and AAAD. Are you also changing PBX too ? i.e. from CS1K AML to CM-SIP? Are...

there are two types of priorities being mentioned here- possibly causing some confusion. Contacts Priorities range 1 - 10 and you should be able to execute a script command QUEUE TO SKILLSET xxxxx WITH PRIORITY 8 This is the contact priority and calls from all higher priorities will be...

Run the Call By Call Report for the duration when call arrived to answered.

Ah I see... the original encoding of the email is used in the reply. So when you get a mail into AACC encoded in Latin-1 (ISO-8859-1), the reply is also sent in Latin-1. If the reply includes characters that can't be encoded into Latin-1, they will most likely be changed to question marks. The...

The AML connection to the CS1000 won't change just by adding multimedia. Adding multimedia will create connections (POP3/SMTP) to your mail server and a http connection to a web chat server but it won't impact the connection to the PBX.

Send an email to a non ccmm monitored mailbox and see the mail source (not in outlook), that can sometimes massage the issue. See if the dash is converted to a question mark and see how the mail is encoded.

Since AACC 6.0, faxes can be routed to FX_xxxx skillsets (assuming you have a license). Before that, they came in as email attachments on email skillsets. You can reply to the fax provided your fax server has an SMTP port - fax arrives + converted to email with attachment from ANI@domain.com...