IP Phone Agent and Enterprise Data

[adignan]

How reliable is the Enterprise Data screen pop to the IP Phone agent. I have had mixed reviews on it, but at what percentage does the information actually pop with the call?

[wong34539]

Enterprise Data

Cisco Agent Desktop displays data associated with a call. Enterprise data shows the time that was spent in queue, the interactive voice response (IVR) activity or the time spent working with an agent. Enterprise data provides caller data and makes the agent aware of the caller"s experience time spent in devices or queues and flags for key service thresholds, so agents can offer special greetings or apologies for extended wait times. Enterprise data also supports real-time data-element updates.

Screen Pop

Cisco Agent Desktop provides Screen Pop information to the agent"s desktop, increasing the speed of call processing, which is essential for efficient contact center operations. Incoming calls can initiate a customer database lookup so that caller information is automatically delivered to the agent"s browser or Windows applications for instant caller identification. Screen Pops streamline the flow of information, save time, and eliminate entry errors. In addition, Screen Pops eliminate the need for agents to query customers for basic information; therefore Screen Pops decrease call times and increase customer satisfaction.

For more information : http://www.cisco.com/univercd/cc/td/doc/pcat/agentd.htm

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/cad_inst.pdf

[nathanreynolds]

Wong,

I beleive he was referring to the IP Phone Agent, not the Cisco Agent Desktop. The Enterprise data can be pushed to the phone screen just as it is in CAD. It seems to work well but you can only have so many lines of data on the screen. Data entry into enterprise data is dificult as well. Otherwise it works pretty well.

Nathan

[diretief]

Hi Nathan,

I'd love to know how to push Enterprise Data to the IP Phone screen. Been searching but have had no luck finding any documentation.

Could you help at all? My customer wants a hardphone-only solution.

Thanks,

David.

[walteryork]

Could anyone by chance provide documentation for passing enterprise data to the IP Phone screen instead of agent desktop?

[slavr]

Hi there!

I believe you should associate the IP-Phone Agent devices to the "telecaster" user in CCM. I have it workin in 3.5.x and in 4.0.4 solutions.

Regards

S?ren Lavard, NetDesign A/S

[rduric]

Does the Enterprise Data pop up on the IP phone that rings? I had this working on the 3.5 but not on the 4.0. In the 3.5 I had to edit the AgtStateSvr.cfg file (removed the # in front of #Enterprise Data Pop=) and restarted the Cisco desktop TAI Server. I don't see this file in the 4.0? I can see The Enterprise Data on the phone when I press the CData but I need this data to pop up when the phone rings. Thanks.

[rduric]

The problem resolved by changing the telecaster's password in the Cisco Desktop Administrator. Just select your profile, click the Setup -> Configure systems -> Select the Services IP Address -> change the password (default is 12345).

[m.paolelli]

Hi all. I've this problem with IP Phone Agent. When I try to log in on the IP Phone, the service gives me an error telling: The Cisco IPCC Enterprise cti server is offline. Of course the ICM CTI Server is not offline and I've not any firewall enabled on the CTI Server. So, what's happening!? Any help will be appreciated!