voice handling

[Maheshwar Tayal]

We have Home agents using Cisco Agent Desktop application.

Is it possible for them to associate voice call/speech path via their Home Number/Mobile Number instead of using Cisco Hard/soft phone.

Please suggest if above is possible using either UCCX or UCCE.

[Aaron Harrison]

Hi

Not sure about UCCE.

UCCX doesn't have it currently, I've heard it rumoured for 9.5 or 10.

Aaron

[anchoudh]

Hi Maheshwar,

Refer the below Data sheets of CAD for both UCCX and UCCE.

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps427/data_sheet_c78-711694.html

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps427/data_sheet_c78-627274_ps1844_Products_Data_Sheet.html

Also refer the cloumn "IP Phones for Cisco Agent Desktop3" in the below link,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

Do not see any options mentioned here apart from IP Phones\ CIPC.

Thanks,

Anand

Pls rate helpful posts !!

[Gergely Szabo]

Hi,

take a look at the Cisco Mobile Agent feature, available for UCCE.

G.

[Steven DiStefano]

Since the newest Jabber will have support for Agent Softphone, and jabber 9.1 supports the CUCM 9.0 "Extend and Connect" feature, can we make a stretch and say UCCX CAD will also support this for a home agent?

https://communities.cisco.com/thread/27665

https://communities.cisco.com/thread/28970?tstart=0

http://newsroom.cisco.com/press-release-content?articleId=926031

Deployment scenario

•1) Contact Center agent working from home

-low bandwidth at house, VOIP not an option (hard phone or soft client) and cell phone is not an option

-Extend connect sends call to home phone and CAD agent allows enterprise features needed for contact center agents

[tom.sullivan]

Hi Steven,

Not for UCCX 9.0, but this is something under strong consideration for UCCX 10.0.

regards,

Tom

[Steven DiStefano]

Thank you Tom

+5