CSCvh95196 - ENH Ability for a UCCX Finesse Agent to login using any extension (drop down, multiple extensions)
We really really REALLY want this too. We have a service model where our staff are asked to do work at different locations frequently but we can't do extension mobility for everyone (nor does it make sense when simply working from the office next door for a couple hours as a one-off). Because of this, we have a need for staff to be able to join the respective CSQ where they are working and use their own username and password at the currently seated extension. The only other alternative is for the contact center to be designed around "service accounts" so that the service account is what is used to sign into phones for work - "eeewwww". Service accounts don't allow for accountability and a manager would have to coordinate a schedule to contact center report results to know who what using what service accounts at what time, again, "eeewwww".
UCCX has needed this multiple IPCC extension sign-in ability (maybe based on "phones you can control" in the end-user settings?) for a very long time!
Guided workflow allows for automated troubleshooting cases (non-RMA) and RMA creation process for Service Requests (SR) opened for Cisco products.
Less troubleshooting - the IRE (Intelligent RMA Experience) Prediction Engine does ...
1. Asset Recovery EMEAR - Scope2. Cisco Returns Portal – Quick Overview3. Update your RMA – Options and Walkthrough4. POWR Tool and How to Return - Quick guide and Scenarios5. Returned but not closed - Frequent Scenarios6. I cannot return my faulty part. ...
Full analysis if the problem
The root cause behind this problem is the delay in sync between CUCM and CCX.
CCX and CUCM has an automated sync mechanism which might vary from 5 - 10 minutes based on various parameters.
Also there is an option to sync...