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santiago_figueroa
Enthusiast

PCCE ipphone and Finesse

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

4 REPLIES 4
Gergely Szabo
Advocate

Hi,

I am afraid it does not.

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

G.

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

Thanks

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
Beginner

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.

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