Hi Experts
I have a doubt and I do not know if it can be done,
I have a contact center in production and they have asked me for a change and I do not know if it can be done,
I have a CUCM and UCCX 10.5.
Currently I have 6 agents in production, I have requested that when calls come from the street to these agents, they are answered automatically.
Agents have Cisco 7821 phones,
Set up one of your lines so that the Auto Answer is with a headset, since they use that,
I was informed that when the call comes in there is a small warning ring on the agent's phone, which seemed good to them, so they know when a call comes in,
But this happens in some agents and not in others,
I have 3 agents who work with that little warning bell and the others do not, the call goes directly to the agent and it must always be with their headsets when they receive a call, I have verified the configuration and it is the same for everyone.
I did an upgrade to the firmware of the 7821 phone, because I saw forums that there were problems with the auto answer with head set in several models,
Once you do this, you no longer give that little bell to the agents when a call comes in,
There is some way for agents to receive that notice (bell) on their phones,
But they will always be with their headset saying Alo ....
Regards.
Carlos.
