UCCX8 IP Phone Agent ~ Display CSQ

[robert.cooley]

I have a setup of UXXC on virtual UCS and have installed IP Phone Agent for use rather than CAD. This is working fine but the agents are asking me to display which CSQ the call is being presented from. 

Is this possible?                  

[anchoudh]

Hi Robert,

Please refer the below discussion.

https://supportforums.cisco.com/thread/2130293

Thanks,

Anand

Pls rate helpful posts !!

[robert.cooley]

Hi Anand

Thanks, The discussion you pointed out to me is reference to displaying the CSQ on CAD and I was refering to displaying the CSQ on IPPA.  I have been previosuly informed that this can only be completed if I have UCCE instead of UCCX.  Is this correct?

Regards

Bob

[brian1mcc]

This can be done in UCCX. You need to set up your phones to allow enterprise data to be displayed when the agent phone is ringing.

You need to create a telecaster application user in CUCM. Assign your agent phones to this user. Then, in Cisco Desktop Administrator, you need to enter your telecaster user details. The desktop administator portal allows you to configure what enterpise data you want to display on screen.

See http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/cad80ccxig-cm.pdf pages 55 and 57.

To configure what fields are displayed go to Desktop Adminitrator -> Services Configuration -> Enterprise Data -> Layout List -> default. Edit the fields here you want to display. You might need to populate one of the call variables in your script with the CSQ name.