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Control CTI agents for outbound calls

sidris-sid
Level 1
Level 1

Hi,

we have setup IP IVR version 7.0 plus Cisco ICM server, currently my agent login using CTI application, my question is related to outbound agents I need them to not make any outbound calls while they are not login to CTI ……how can I achieve it in way that allow me to control outbound agents to make calls once they login to CTI.

currently they are using CICP for outbound calls.

Regards,

Saeed
1 Reply 1

Hello,

You mean in your question is outgoing calls not oubound , because there is aoutbound dialer in cisco.

according to your question , it's not possible , the only solution to your case is to use cisco outbound dialer (campaign based) , in this case , the system will call the numbers not the agents and you can have a full reporting about it.

The reason you can't do it because you are using CUCM for outgoing , and this is controlled from CUCM server not from UCCE so it is basicly CSS .

Amer