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FAQ and Solutions
 
document QME lookup not working correctly and VIP calls not managed as they should because of Speedy used with different departments
Applies to All Application Suite with QME and Speedy used with different departments configured. Description When the call arrives to QME, during contacts lookup (Speedy), QME does not show the contact NAME in Attendant Console or phone display. Because of this we have two possible issues: ...
rating 01 Dec, 2017 Views: 95
document Enable detailed VoIP debug (SIP trace) for QME
Applies to: Imagicle Application Suite - Queue Manager Enterprise Solution: To enable low level SIP tracing for Queue Manager Enterprise, follow these steps: Edit (with notepad) text file: <StonevoiceAS>\Apps\QME\Settings\QME.Opal.config.xml Add the following line ...
rating 16 Jan, 2017 Views: 227
document Queue Manager Enteprise does not transfer calls to agents
Applies to: IAS Winter 2015 (2014.12.1) for Cisco UCM Description: QME answers incoming calls correctly, but can't distribute the calls to the agents, so the call remains in queue forever and no agent phone rings. Cause: This is related to a bug that affects only IAS Winter 2015 build 1...
rating 16 Jan, 2017 Views: 174
document How to remove the ringback tone for calls landing to QME/IVR SIP trunk
Applies to: Queue Manager Enterprise (CISCO UC) IVR for QME (CISCO UC) Description: The CUCM will play a ringback tone for incoming calls to ACD. To remove this ringback tone, a SIP Normalization Script must be used. The script will process any SIP messages coming from QME and will discard...
rating 30 Nov, 2017 Views: 164
document Phone Control: configurable timeout for TAPI Library and line monitoring initialization
Applies to IAS Winter 2019 or newer Description Bug symptoms: While autenticanting with Attendant Console, user receives a message of incorrect credentials (username and password) even if these are correct. At lines TAPI monitoring start, something goes wrong and log file Var\Log\...
rating 28 Jan, 2019 Views: 179
document The SIP invite coming from the CUCM and directed to the QME is rejected by the operating system; problems using network interface E1000/E1000e
Applies to Windows Server 2012/Windows Server 2012 R2 Description Symptoms: QueueManager > QME is running but is not managing any incoming calls. The SIP invite coming from the CUCM and directed to the QME is rejected by the operating system. In a wireshark trace you can see that the...
rating 30 Oct, 2019 Views: 93
document QME Call List report, assign a call to the original called number instead of to the number that has answered
Applies to: Queue Manager Enterprise - minimum version 2020.Winter.1 Description: It is added again the possibility to associate a call to the original destination, instead of assign it to the extension that has answered. Consider for example the case of the destination number is forwarded...
rating 21 Nov, 2019 Views: 42
document FAQ
Configurations Q: Can an agent serve multiple queues? A: Yes, this is one of the supported and commonly used configurations. Q: Can two different agents have the same extension number? A: NO, QME cannot distinguish them and it cannot place indipendent consultation calls to each of them....
rating 27 Sep, 2020 Views: 8