UCCX Agent ready state softkey

[Darryl Meyers]

I was under the understanding that UCCX agents could also sign into the ready state through they're assigned phones ? So far in my reading of documents and such I have yet to see any bit of information for setting up agents without CAD. In many of our situations we would like the agents just to be able to sign into the phone adding them to the rotation for incoming calls.

Does anyone know if this is possible and if so is there a reference in some document outlining it ?

Thank you.

[brian1mcc · Accepted solution]

Are you looking to log in agents without using the agent desktop? Check out IPPA (IP Phone Agent). This is a IP Phone service that you assign to the agent phone in call manager.

Set up the agent as normal, then add this service to the phone in call manager:

http://x.x.x.x:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp

where x.x.x.x is the ip of your UCCX server.

See page 128 of this doc... http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/installation/guide/cad85ccxig-cm.pdf

Brian

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[Darryl Meyers]

Yes I believe that is exactly the direction I'm going in. I want some agents to log in without using the agent desktop.

If anyone has other advice and has experience with this please feel free to contribute, would be most appreciated.

Thanks for the helpful hand getting me in the right direction.

[Aaron Harrison]

Hi Darryl

There's much to add beyond Brian's comments - except point out what you lose by using IPPA:

- Failover support - if you have two UCCX servers, you have to set up a IPPA Phone Service for each, and if the system fails over users must select the other phone service in order to log in. It doesnt' fail over or redirect to the 'correct' server automatically

- Feature loss - things like CTI integration, desktop recording (SPAN only is supported), cti control of phone, detailed stats, built in browser, etc etc are lost

Regards

Aaron Harrison

Principal Engineer at Logicalis UK

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