IPPA & Desktop Agent

[chingkiatlee]

Hi all,

Anyone know it there possible to enable the IPPA & Desktop agent together in a same agent?

which is if anything goes wrong with the PC, the operation will not get affected and the system able to select the agent by using the IPPA.

Appreciate it

[anchoudh · Accepted solution]

Hi CK LEE,

CAD authentication happens through CAD client whereas IPPA's authentication happens through IP Phone service through Phone, so you can not login to CAD and IPPA simultaneously with the same Agent ID, you need to login into IPPA if something goes wrong with the CAD.

Hope this helps.

Anand

Pls rate helpful posts !!

[chingkiatlee]

Hi Anand,

So mean once the agenthaving the issue with CAD (PC down), the agent only can login into the IPPA?

Correct me if i am wrong.

[anchoudh · Accepted solution]

Hi CK LEE,

Yes, in case if the PC goes down (of the CAD agent)  and if you have already configured the IPPA service, than Agent can use the Phone to login as an IPPA agent with he same credentials.

Thanks,

Anand

Please rate helpful posts !!

[chingkiatlee]

Hi Anand,

Thank you very much.

Appreciate it.

Do you have try it before by login simultanously?

What would happen?

thank you.

[Walter Solano]

Hello CK,

As anchoudh mentioned you should be able to configure both services so in case the PC goes down the agent will be able to login into the phone. It will be important to have in mind that when they try to login into the phone they could get a warning telling the user is already logged in and they will have to press 1 to clean that session and be able to complete the login process.

HTH

[anchoudh · Accepted solution]

Hi CK LEE,

It will popup an alert and after pressing Yes, log's out the earlier instance of CAD or IPPA.

Thanks,

Anand