Integrate Cisco Agent Desktop with DCD

[trosamilia]

Is there a way to integrate the CAD with DCD so the agent can search the directory and transfer off the list.

Thanks for any help

[venkasub]

Hi,

Agents can use the phone book to get the details to do transfer to other agents/extensions.

The Agent Phone Books are stored as csv files. The format is:

First Name, Last Name, Phone Number, Notes

Joe,Agent,5555,Hello

There is no "import" tool, but global phonebook files are stored on the server in C:\Program Files\Cisco\Desktop_Config\config.

It's a CSV file so you could just edit these with whatever tool you wish and put them out there. Agent personal phonebooks are stored on each agents desktop in the same CSV format.

Hope it helps.

Regards

Venkat

[yogeswar]

Hi,

CRS Integration with DCD:

The only way that is currently exposed for the CRS to get a User object from LDAP is using the name to user step. The desired data elements can

be retrieved from the User objct with the Get User Info step. If you need an alternate approach, you will need to engage Professional Services or a partner to develop a custom Application.

Phone Book:

One way is by editing the .csv files. The Agent Phone Books are stored as csv files. The format is:

First Name, Last Name, Phone Number, Notes

Joe,Agent,5555,Hello

The global phonebook files are stored on the CRS server in C:\Program files\Cisco\Desktop_Config\config.

The Agent personal phonebook is stored on each agents desktop in C:\Program Files\Cisco\Desktop\Config\Personal.csv

It's a CSV file so they could just edit these with whatever tool they wish and put them out there.

Regards

Yogi

[trosamilia]

Thanks for the reply.

[allan.wells]

Is it not possible to give the agents attendant console with a second virtual line associated with AC

Then the agent could use AC to transfer the call ?