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We are trying to setup a scenario for an at home agent. One of the requirements is that we can conduct silent monitoring. The scenario is that there is an agent at home with an 871 VPN router, 7940 Hard Phone, and CTIOS 7.0 Agent. We are running C...
Got a 3640 router with a FXO port. I want all calls dialed to the analog number attached to the port to go to a DN off my Call Manager. How do I setup the VoIP dial-peer such that all calls match the destination-pattern? Do I used a "T"? Or shoul...
Where does one find a matrix with compatible software versions for IPCC? There are new software versions of CCM and IPIVR since our implementation was completed in January.Thanks
We have an IPCC installation. Currently myself and one other person have access to the AW's to do agent account creation and maintenance. We need to have more people do this task as we are growing by staff and production hours. ICM does not lend...
Installing Silent Monitoring capability is installed by default on CTIOS 7.0. This scenario works for us on the same network but VPN fails. It's most likely the 871 but not sure of a correct config to allow monitoring to work - if that's even possi...
That's set under the Agent Desk Settings under Configuration Manager in ICM. You specify the Ring No Answer time and the Dialed Number. It works very well for our implementation.Dan
We have the exact same problem with multiple agents not showing in Supervisor. We're running CAD 4.2.1 and ICM 4.6.1. We have found that if the agent reboots the pc, they will show in Supervisor when they login again. We're able to reproduce the p...
The media term and softphones are added the same way. You would have the same /devtype CiscoPhone /DN xxxx entry for them. I have many agent media term phones setup this way.
