Helpdesk incoming contact center and UCCX

[Victor Elizarov]

Hi!

We've got a UCCX and HelpDesk working in more than one shift. So the same phone is used by 2 or 3 agents in different time.

What is the best way to organize this system?

Of course I can use extension mobility, but as I tried it - it isn't very convenient, it takes time to enter login and password.

Can I just create a special local accounts in CUCM (operator1,2,etc) but do not associate DN with end users and phone with end users.

In end user setting I just can associate different users with one phone and associate them with ipcc extension.

So users can log in into Finesse using their login/pass and the same DN.

Maybe other thoughts about it?

[Deepak Rawat]

You can configure the agents like below which is the easiest and fully supported scenario as well and does not require EM at all

• Multiple agents sharing the same Unified CCX extension, which you can set up as follows:
• Configure the Unified CCX extension to a single phone (not in a device profile).
• Associate the phone with all the agents who will use this extension.
• Select the appropriate directory number (DN) as the Unified CCX extension for each agent.
In this configuration, only one agent at a time can be logged in.
All agents who currently have the Unified CCX extension to be shared must log out before you configure additional agents to share that extension

Refer to Supported Configurations for Agent Phones section of below document for the above mentioned information:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/release/docs/UCCX_BK_R7697E6E_00_release-notes-for-uccx-solution/UCCX_BK_R7697E6E_00_release-notes-for-uccx-solution_chapter_01.html

Regards

Deepak

[david.macias]

Wow, I didn't know this was possible, that's cool. +5

The only issue I see is that you don't get any VM or individual DID, that's where EM comes in though.

david

[Deepak Rawat]

Yeah that is correct David but then again it is more a business requirement thing and will depend from customer to customer how they want to use and implement it. Thanks for the ratings though :)

Regards

Deepak