06-18-2018 06:19 AM - edited 03-14-2019 06:15 PM
Hi,
We want to change agent extensions to the CSQ trigger because we don't want users to call agents directly; we want users to join the queue when they call agents back.
We have 1 CSS and 1 partition for all users and agents in production, let's call them Internal CSS and partition.
I've done some reading and added new Agent CSS and new Agent partition for agent devices.
I’ve added Internal and Agent partitions to Agent CSS while Internal CSS had only internal partition available. I've also configured the Calling Party Transformation Pattern for the internal partition: agent extensions 30XX should be transformed to the application trigger 6001.
Additionally, I've added few CTI ports on Agent partition.
I've run some tests on the above setup and users couldn’t call agents, agents could call users, and agent extensions were changing to the queue number. So far so good.
However, when the agent received the call from Finesse and tried to answer it, the call went back to the queue and agent status changed to Not Ready. This was probably because the CTI root point 6001 has internal CSS and internal partition assigned but the agent's device has Agent CSS and partition assigned. Is this connect?
To resolve this issue, I’ve added new CTI root point (new application trigger) on Agent CSS and Agent partition, and added Agent partition to Internal CSS. Now, agents can answer calls in Finesse. However, users can call agents, which is still fine, but the Calling Party Transformation Pattern doesn’t work anymore.
Am I doing this correctly? Is there a better way to do this? Should the Calling Party Transformation Pattern work?
Any advice will be appreciated.
06-18-2018 07:41 AM
Hi there
I mostlt restrict direct calling to the CC agents in all my CCX implementations, unless customer specifically request for it. Here the steps I do to achieve it
In CCX
In CUCM
This is from the top of my head. Please test it out and let me know how it goes.
Hope this helps!
Cheers
Rath!
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06-18-2018 08:57 AM
Thank you for your reply but there are few bits I don't understand.
CCX part is clear.
In CUCM
So, in our setup, assuming that we only have CSS_User and PT_User configured:
Thanks
06-18-2018 10:22 AM
Hi there
Responses inline
In CUCM
Yes
I would use PT_CCX for all the CTI RP/ports
PT_Agent and PT_CCX
PT_Agent & CSS_Agent (Make sure you don’t add PT_Agent in any User CSS)
Your Standard Internal PT should do. The PT which can be accessed by all users
Hope this helps!
Cheers
Rath!
***Please rate helpful posts***
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