NON ACD Calls

[khurram1987]

hi people,

i have  a setup of IPCC and currently i am routing calls to agents through ACD, now i want to add new phones 7911  without any pc and desktop applications,i want to take calls on new phones without use of PC,

how can i distribute calls to new phones too...??

should i make dial peer for direct calling to my new phoones, can i route calls to ACD and on direct extension??

please and thanks

[Jonathan Schulenberg]

Assuming you mean Contact Center Express when you say IPCC this is possible using the IP Phone Agent XML Service. The 7911 is shown as a supported device in the compatibility matrix for IPPA. Be advised that the single DN of the 7911 must still comply with the ACD DN restrictions for CCX (e.g. no call forwarding, busy trigger of one, etc); this can be somewhat limiting.

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[khurram1987]

yes its Contact Center Express ,jonathan i dont want to use Ip phone agent services ,i want to attend direct incoming calls on this phone, besides my 7945 phones are running by Agents through ACD.

[Jonathan Schulenberg]

If you want ACD calls on the phone you must use either CAD or IPPA. The RmCm subsystem can only return usernames to the Select Resource step as an option, not random extensions. The only way to get calls from CCX to an extension without CAD/IPPA would be to do a Call Redirect/Call Consult Transfer.

For non-ACD calls (just noticed the 'non' in the title) the DN assigned to the phone just needs to match the DNIS on the incoming POTS dial-peer (if CME) or incoming CSS/Partition membership (if CUCM). For example, if your DID block is 2000-2099 you can just assign an extension of 2050.

Please remember to rate helpful responses and identify helpful or correct answers.

[khurram1987]

Thanks for your suggestion , i am using CUCM and added gateway in it...PRI terminating on gateway and i have created dial peers for POTS and VOIP...

my pots dial peer is this...

dial-peer voice 9999 pots

destination-pattern 9T

progress_ind setup enable 3

progress_ind alert enable 8

port 0/0/0:15

i want both ACD and Non ACD calls