We have IPCCE 6.0 with CAD 6.0.
We are not using Outbound Option, but our agent just make outbound calls using Dialpad on their CAD agent software.
We have two types of agents, one that needs to dial 9 to get outside dialtone and the one that needs to dial 7 to get outside dialtone.
Looking at Cisco Desktop Administrator I see that Dialpad (dial strings) configuration is global in nature and I do not see how I can create different policies and apply them on different agents. CDA is configured to prepend 9 for outbound calls, which breaks outbound dialing for agents who need to dial 7....
There is also an option to check the "dial number as entered" checkbox on CAD Agent Dialpad which will overide CDA settings, but it is not convenient for agent to check this box each time they need to make PSTN call and they also need to dial the full number like 71408555....
Is there a way to create like two different Dialpad (dial string) policies one with 9 as outside prefix and one with 7?