CAD agent making calls

Unanswered Question
May 9th, 2008


I have a question.

It is supported to let the agent makes calls with their ICD extension?

I want to know if it can brake someting between the IPCC server and the CCM.


I have this problem too.
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gpulos Fri, 05/09/2008 - 10:20

Yes, it is supported for ICD extensions to be able to make calls.

This, of course, can only happen if the CSS of the ICD device has access to gateways that call out.

f.gouger Fri, 05/09/2008 - 10:26

thanks for you answer. I am wondering if IPCC confuse by doing this. If he wants to transfer a call to this agent but he is doing a call, what will be the consequence?


jarmitage Fri, 05/09/2008 - 13:48


In our environment, if an agent makes an outbound call their status changes to "talking" instead of "ready".

No calls from the queue are sent to an agent unless they are in the "ready" state, unless you have configured your queue differently.

An an agent will change from "ready" to "reserved", and then to "talking" when an incoming call is handled. At the conclusion of the inbound call they enter a "work wrap-up" state, or return to "ready".

J'espère que je vous ont aidé! À bientôt,


dszymkowicz Tue, 05/13/2008 - 02:28


How it is configured that your agents change status during outbound calls to status "talking" instead status "not ready"?

Wrapup time works for outbound calls??




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