PCCE ipphone and Finesse

[santiago_figueroa]

Hello I need help! can you tell me if PCCE 9 package CCE can work Finesse and Ipphone Agent at same time? My customer want statistics from IP Phone agent from skillgroup. Thanks

[Gergely Szabo]

Hi,

I am afraid it does not.

You can, however, send stats to the agent's IP Phones as an XML object.

G.

[santiago_figueroa]

Hello Gergely can you shared any document that explain this part that iphone agent do not support that?

Thanks

[Gergely Szabo]

Hi,

no, unfortunately, I just heard it at the Cisco Live event during a presentation on Finesese, that said it's either CAD or Finesse, but not both in parallel.

G.

[oabulaban]

CAD is not supported in PCCE. Only agent software supported are Finesse & CTIOS

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_10_0_1/design/guide/PCCE_BK_A0CE0252_00_DesignGuide-10.pdf

You can see it under "Options and Features Not Currently Supported"

Therefore, as CAD is not supported, CAD IPPA is also not supported.