Cisco Finesse agent desktop and IP Phone Agent (IPPA)

[rajithahettiarachchi]

Dear Members,

What is the difference between Cisco Finesse agent desktop and IP Phone Agent (IPPA)?

Thanks,

Rajitha

[Shalid Kurunnan Chalil]

Hi Rajitha, 

the simple and straight answer is; Cisco Finesse agent desktop is a web-based agent/supervisor client application used in contact center set up to handle the call and related activities. 

Cisco Finesse IPPA is an alternative way of accessing Cisco Finesse from Cisco IP phone itself with limited Cisco finesse feature. It will be useful when an agent doesn't have a local PC and still want to handle the contact center calls.  not all phones are supported by Cisco finesse IPPA. you can find the supported SIP phone for release 12 in following URLUCCX Release 12 Compatibility Matrix.

further, read up on Cisco Finesse IPPA - Cisco Finesse IPPA

Regards,

Shalid 

Please remember to rate helpful responses and identify helpful or correct answers.

[rajithahettiarachchi]

Dear Shalid,

Thanks a lot for the info..!