My client replaced an UCCE by an UCCX. We have only one port group (300) for all applications used for different agents group in country. CSQ are configured by skills and one resource (agent) may have more than one skill. We have no problem with CAD, agent see caller ID and a lot of information. But some agents use IP Phone Agent instead of CAD and with IP Phone Agent, the UCCX port appear instead of caller ID. Because we just have one group of port, we can’t personalize where calls come from. We taught to test on CTI port (for UCCX ports), to modify on « Forwarded Call Information Display on Device CtiP » « Caller Name », « Caller Number », « Redirected Number », « Dialed Number » and to try to follow other information than ports number. But because these information are not in UCCX and that we would have to modify directly on CTI ports, we didn’t try it because if we have to do a reset on UCCX ports, we would lose these modifications. If we would have port groups for each application, it would be different, but it is not the case. We suggest customer to user CAD with all agents and that very often “IP Phone Agent” is use only for backup solution in case on CAD problem.
Do you have suggestions?
Thank you in advance!
Lise Boyer
Bell Canada
