CAD login before the Cisco IP communicator

[ali.raza0407]

Hi all,

Currently we are using CUCM7.0 with UCCX7.0 in the cluster. UCCX is using for a recording puposes. It looks like this that for a recording it is necessary to login CAD. If we didn't login to CAD. And we are only using IP communicator call  didn't record.

What we do that call will also be recorded if we are not logging to CAD and only using IP communicator. OR it would become necessary to login to CAD otherwise we will not become able to make a call.

Regards

Ali Raza

[Gabriel Saavedra]

Hi,

You can make calls if you are logged to CAD or not, it doesn't matter. But if you want to record the calls, in this case, it would be necessary to be logged into CAD. If you want to record all calls without using the UCCX server, then you will need a third party application.

Gabriel.

[ali.raza0407]

Hi Gabriel,

It means there is no option in which we make the CAD as primary. Because we have the Call center in which few users are only using communicator to make their personal calls. So we want to stop this thing. And we want to create certain policy in which it become necessary to login CAD before Cisco IP communicator.

Regards

Ali Raza

[Gabriel Saavedra]

No there is not, I think this is more like a supervisor job, to check through the Cisco Supervisor Desktop, who is logged in and who is not. Maybe you can create an interface with the callmanager (via AXL) that can change the calling search space of the agents ip phones if the supervisor can't see one or more agents logged in, but still need someone to check this.

Gabriel.

[Walter Solano]

Hello Ali,

As Gabriel explained you if you need to record all of the incoming and outgoing calls for your agents regardless if the agents is log in in CAD or not you will need to use a 3rd party SIP recording server to acomplish this task.

You also mention that you would like to restrict your agents to make outgoing calls to the PSTN, you can do that by modifying the CSS of the IPCC extension

HTH

Please rate this post if was helpful

Walter Solano

[ali.raza0407]

Hi Walter,

Thanks for your post. Could you please mention the exact configuration changes that I need to block the outgoing calls. Configurations steps would be much appreciated.

Regards

Ali Raza

[Walter Solano]

Hello Ali,

Is to hard for us to tell you the configuration that you will need to do, because we are not familiar with your setup.

But basically you will need to play with CCS of the IPCC line and the PT of your RP to block the outgoing calls

[Gabriel Saavedra]

Yes, but remember that if you change the calling search space you will need to change again when the person starts CAD, it is not an "automatic" way, that it's why I told you before that maybe you could program an AXL interface with the callmanager (you will need someone to program that and understand the callmanager database schema) that makes the contact center supervisor to change the calling search space when he notice that an agent isn't logged into CAD.

Gabriel.

[ali.raza0407]

Hi Gabriel/Walter,

Okay. As you know, agents will recieve call only if they login to CAD. Is it possible that we restrict few user to make an outbound call. They could only allow to recieve an Inbound call. Currently my scenario is. That we have one CUCM, two UCCX, one Inova Server and one gateway router. On gateway router we have 10 analog lines are terminated. We have 8 Call Center agents. Current scenario is

PSTN-->(UAN #)GW H323-->CUCM-->CTI RP(1400)-->Script-->CTI port(Agent)

For example if I want to stop 2 agents out of eight to make an outbound call than which changes we require to make on CUCM. So that agents could only be able to recieve a call.

Regards

Ali Raza

[Gabriel Saavedra]

Ali,

Just change the calling search space of the phone line. Make sure that the calling search space can't dial the pattern for outside calls (other IP phones(if you need it), PSTN numbers, etc).

Gabriel.