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Enthusiast

voice handling

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.

6 REPLIES 6

voice handling

Hi

Not sure about UCCE.

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

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
Engager

voice handling

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 !!

Advocate

voice handling

Hi,

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

G.

voice handling

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

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Enthusiast

voice handling

Hi Steven,

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

regards,

Tom

voice handling

Thank you Tom

+5

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