7970 Phone and IPCC Express Phone Agent

[bclarke]

I would like to use the xml based Phone Agent on the 7970 phone versus the Windows Desktop software. I can not get it to work it just sits at the login screen.

Is there a version or patch that works?

We have CM 3.3.4, and IPCC Express 3.1

[venkasub]

Hi,

As per the Release notes of Cisco CRS 3.1(3), the following phones are the supported by Cisco Agent Desktop.

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/relnote/rel_313.htm#wp1145906

Supported Configurations for Agent Phones

The following phones are supported by the Cisco Agent Desktop:

•Cisco IP Phone 7902 series, 7905 series, 7910 series, 7912 series, 7940 series, and 7960 series

•Cisco IP SoftPhone

The Cisco IP Phone 7940 series and 7960 series are supported for use by Cisco IP Phone Agents.

Can you specify what exact error are you getting when login to CAD Application?

Regards

Venkat

[bclarke]

I do not get any error messages it justs timesout. I am trying to use the IP Phone agent Service, not the Windows Desktop Agent. (the windows based software agent works fine).

[venkasub]

Hi,

I'm not still clear with your issue. When you press the service button on the IP Phone, what exactly are you getting on the phone screen.

Not sure if the below solution gives some insight to your issue.

If you are confronting an issue where you cannot access any IP phone services from your IP phone, you may be having problems with the Services URL. The Services URL may contain your server name or the wrong IP address. Therefore, your IP phones cannot

resolve and access any services.

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_tech_note09186a008009463f.shtml.

If the above doesnt help, please describe your problem in detail.

Regards

Venkat

[bclarke]

I can Press the services button and select the IP PhoneAgent Service. It presents the Login Screen were I can enter the Agent ID, Password,and Agent Extention, Then when you Press Submit it just sits at this screen forever, never actually loging the agent in.

[yogeswar]

Hi,

1. What version of CRS do you have? Currently CCM 3.3(4) supports only CRS 3.1(2) and 3.1(3). Check the ccm compatibility matrix if you have the compatible version of CRS and CCM... http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/ccmcomp.htm

2. As per the release notes of CRS 3.1(2) and CRS 3.1(3), the only supported IP Phones for IP Phone Agents are

Cisco IP Phone 7940 series

Cisco IP Phone 7960 series

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/relnote/rel_313.pdf - Pg.No:12

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/relnote/rel312r2.pdf - Pg.No:10

The other IP Phones are not tested for IP Phone Agent and hence not supported currently.

3. High level troubleshooting tip...

a. If you are able to pull the Services to the phone then the path from phone to CCM is ok.

b. If you select the IPPA service from the phones service list and that fails, then the path between the phone and the CRS is the issue.

Regards

Yogi

[bclarke]

Thanks for the replys. Can you tell me if 3.5 or any future plans will support the 7970 Phone, I have read that 4.x IPCC will support the IP communicator

[yogeswar]

Hi,

Release notes on 3.5 also states that the only supported Cisco IP Phones for Cisco IP Phone Agents are Cisco IP Phone 7940 series and 7960 series.

http://www.cisco.com/application/pdf/en/us/guest/products/ps5883/c1178/ccmigration_09186a00802d40e4.pdf - Pg.No:6

You are right. We are planning to support IP Communication in IPCC Express 4.x. Please touch base with product management team (ask-icd-ivr-pm@external.cisco.com) for roadmap details

Regards

Yogi

[venkasub]

Hi,

The 7970 phone is not supported in CRS 3.5. The support is planned for the upcoming CRS 4.0 release.

We are planning to support the new IP Communicator in the upcoming IPCC Express 4.0 release.

In the currently shipping IPCC Express 3.1 and 3.5 you can use the Cisco IP Softphone instead.

Please get in touch base with product management team (ask-icd-ivr-pm@external.cisco.com) for roadmap details.

Regards

Venkat