Created by: ilayaraja Manoharan on 15-01-2009 02:24:08 PM Hi,
Please clarify me the following doubts:
Does an agent desktop/toolkit desktop acts just as call control entity or does it also receives audio (RTP) data? In other words, can I able to hear the call conversion from the agent desktop without picking up the phone? If yes, then why should I need a hard-phone to login an agent and why can't I login him with some virtual phone number/device configured in CM?
Note: In my lab, I am not able to hear anything from the headphone connected with the system where my agent desktop is running. But I can able to answer the call from the AD and hear the aduio on the hard-phone. Please let me know if it is expected behavior or any thing is missing here.
Subject: Re: Agent Desktop - Hearing audio data Replied by: David Lender on 15-01-2009 03:14:45 PM Cisco Agent Desktop and CTIOS Toolkit Desktop act as call and agent control entity and requires Callmanager to perform IP Audio routing. See the Solutions Reference Network Design (SRND) for an overview of Unified Contact Center Enterprise (UCCE). http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_cente r/ipcc_enterprise/srnd/75/ccsrnd75.html
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