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I'm not sure of a permanent fix. However, our center has experienced the same on UC 1.2.1 CM06 with ie8. After deleting the user folder under aspect software/uniphi connect/configuration/USERFOLDER the problem went away. Jennifer

On the CallCenter ACD, the customer will be prompted if they would like to complete a survey following the call. After the agent call is complete, how does the system keep control of the call to pass it on to the survey? Can ECS do this?

We are looking into purchasing the Aspect CSS IVR. We would be running retail banking applications on it. I am looking for the pros and cons of this system and would appreciate any feedback.

CmdrGravy: Thanks for the information.

Chris, Interesting that you are using IP-NIQ on a 8.3 and 8.02 CC. Aspect told me that we would have to upgrade to 9.x before using IP-NIQ. Any thoughts?

We would like to move the call records from the ACD to an offline database for reporting purposes. We have two ACDs and would like to 'merge' the data for some global reporting. We do not have DataMart and most likely would not get the money approved to pay for it. My question is do we need...

Is the conversion simply a matter of installing the Aspect IP card on both sites?

Currently, our NIQ connectivity is provided by a pt to pt T1 between two Aspect ACDs. I want to change to IP NIQ. I would like to learn about 'lessons learned' situations on installing/using this product. Thanks! Jennifer

Instead of checking the db for number of messages, I was thinking of just triggering a 'send email' step each time a customer message was saved. Would this not work? Does it have to be a DB lookup?

What about a CTIM step that passed the DNIS value. Then the eFlow if DNIS matches completes a 'send email' step. The CTIM step is placed before the speak phrase/record message steps in the CCT. So the email is sent before or while the voice mail is being left.

We use old fashioned NIQ to load balance traffic and we get 2 CDRs per call. I do not think IP is the culprit in producing 2 call records.

Scenario: customer leaves a voice message. Action: Notification is sent to a specific pager. I could not find a way to do this in a CCT. Aspect concurred that once the customer hangs up after leaving a voice mail message, the call is over. However, I believe there is a way to complete the...

Right now we are connected via Application Bridge to a Nortel Periphonics VPS IVR. We have two trunk groups of 96 trunks each. If the first 96 trunks are busy we then roll to the second set of 96. We will be moving to the contact server, softel api connectivity in Q2.

We've recognized a consistent 3-5 second delay between the ACD and the IVR. I'm trying to understand where the delay is coming from and how we can shorten it. Any ideas? thanks!

The drive to use the EWT is because we are under staffed. We have long wait times and cannot service all of our customers. I have thought about only playing the EWT when Queue time is between 4 - 8 minutes. Over 8 minutes I would just play a generic message: your wait time will be longer than...

We are looking into announcing the Estimated Wait Time to our callers. What are the obstacles to getting it to be as accurate as possible?

What is the problem with queuing at the remote and orig site at the same time?

No, not the IVS. Just the internal voice subsystem.

I agree. I'm pretty confidant that these calls are abandons while network interqueuing. For kicks, I'll add the announcement to the CCTs. The phantom calls we get never route to an agent, so this really leads me to believe that the trunk is just hung. Sometimes it's in the virtual queue so we...

NIQ is only between two sites. It is pretty straight forward. We select local agents and then send calls via RAL to queue at the other site. I don't have the second of silence. Does it need to be an info ann, as a NT?