UCCX 7.0 Phone agents

Unanswered Question
Mar 25th, 2009

Hi Experts,

We are in the process of moving from IPCC 3.5 to IPCC 7.0 shortly. When we met with our vendors, it came to my attention that from version 7.0, only desktop agents would work and 7.0 would not support phone agents (agents using the phones to log in into the CSQ's). Can anyone please verify this and lead me to the correct documentation. Thanks.

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julienkroes Wed, 03/25/2009 - 14:07

Hi Naveen,

UCCX 7.0.1 (formerly known as CRA?CRS/IPCC Express) is capable of providing the following Agent Clients:

- IP Phone Agent

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/cip66ug-cm.pdf

- Cisco Agent Desktop 6.6 (CAD)

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/cad66ug-cm.pdf

- and new in 7.x CAD Browser Edition (CAD-BE)

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/cbe66ug-cm.pdf

So the IP Phone Agent just works in UCCX 7.x as well.

Hope this helps,

Kind Regards, Julien.

Naveen Raj Janardhan Thu, 03/26/2009 - 07:27

Thanks very much for the info Julien. This really helps.

If anyone are implementing this scenario in their environment, please do let me know if there is any difficulty in having phone agents set up. Thanks.

Naveen Janardhan

chadlincoln Fri, 03/27/2009 - 11:02

The setup is a lot easier. All you have to do is give it an application user on the CM and it will create the CTI/RMCM user automatically. There are wizards to set up the RMCM and applications. You can download SR01 for email queuing functionality.

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