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Send the touch tones (copy and paste) during consultative call (conference) CAD & UCCX 8.5

Bellow actions are all done in CAD

When Call Centre agent receives a call and answer it, and press conference he/she will get dial tone and will dial remote IVR.

When remote IVR answers agent would like to send touch tones for Session ID and then conference in client.

We can do this manually on 2 ways:

  • •1. Clicking on the CAD dial pad numbers
  • •2. Entering the numbers on PC keyboard

ISSUE:

We would like to paste numbers (Session ID) that are copied from other Sw on agent PC:

“12345678”

Is this possible?

If not, is any other Cisco agent desktop that can be modified (SDK or similar, or third party) to allow copy and paste.

Or can I do this in CAD?:

When I receive call and answer it, and press conference I get dial tone, can I enter Remote number+Pause+Number code?

I can't find how to enter pause between phone number and number code.

I appreciate your help!

Regards!

Tahir Filipovic

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Send the touch tones (copy and paste) during consultative call (

You can assign DTMF tones to a task button.  Use the Call Control action.  Details can be found in the Cisco Desktop Administrator guide.  This would work well if the agent needs to consistently enter the exact same set of digits when dialing the remote IVR.

regards,

Tom

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