IPCC Express Phone Agent and CCM Extension Mobility

[calmichael]

I am trying to get enterprise data to appear for

an extension mobility user like it would from their

physical IP Phone station.

I have tried associating all EM capable phones as

well as configuring relevant extension mobility

device profiles to the the "rm", "telecaster", and

the agent "user" thus far without success.

Has anyone had success in getting enterprise data

to display for an phone agent logged in via

extension mobility?

Thanks

[venkasub]

Hi,

What is version of CallManager and CRS? Also provide patch details for CCM and CRS?

Check if the below solution fix the problem.

Problem :- Enterprise data does not pop on the IP phone when the phone rings or when it is answered.

Solution :- Verify that:

■ the phone and any route points used are monitored by the Enterprise server.

■ the phone is associated with the telecaster user in CallManager.

■ the agent is logged into the phone.

■ if the agent logs into Cisco Agent Desktop using the same phone and user ID, enterprise data does pops correctly.

■ the user telecaster exists in CallManager, and that it uses the password telecaster.

■ the enterprise data field labels do not contain the following symbols:

< > . . . . . . . left and right angle brackets

& . . . . . . . . . ampersand

‘. . . . . . . . . . apostrophe

“ . . . . . . . . .double quote

(space). . . . spacebar

These symbols prevent enterprise data from being displayed on the IP phone.

■ Log the agent out, unplug the phone, and then plug it back in. This ensures there is a hard reset. This might be necessary if the phone previously pointed to a different CallManager.

For more info, refer the Troubleshooting Guide for CRS 3.1

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/sinfo.pdf

If the above solution doesn't help, please purse with TAC by opening a case.

Regards

Venkat

[calmichael]

I probably should have qualified my original with

the statement that enterprise data does appear on

the agents "physical" phone.

The only enterprise data expected to appear is that

which is installed by default (ANI, DNIS, Layout).

Enterprise data failed to appear when that agent

used their extension mobility profile on another

phone; though when they were logged in via the

phone agent, IPCC did correctly route calls to

them sans the enterprise data popup.