HI Charles,
Unsupported and supported action for Cisco ICD Agents are documented in
Cisco CRA Release notes.
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/engl
ish/relnote/rn_352r2.pdf
Unsupported Actions for Cisco IP ICD Agents
Use of the following softkeys on a Cisco IP Phone is not supported:
. Barge
. cBarge
. DirTrfr
. GPickup
. Join
. MeetMe
. Pickup
Unsupported Configurations for Agent Phones
The following configurations are not supported for agent phones:
. Two lines on an agent's phone that have the same extension but exist in
different partitions.
. An ICD extension assigned to multiple devices.
. Configuring the same ICD extension in more than one device profile.
(Configuring an ICD extension in a device profile is supported.)
. In the Cisco CallManager Administration Directory Number Configuration web
page for each ICD line, setting Maximum Number of Calls to a value other
than 2.
. In the Cisco CallManager Administration Directory Number Configuration web
page for each ICD line, setting Busy Trigger to a value other than 1.
. Configuring a Cisco IP Phone with SRTP on.
. No Cisco Call Manager device can be forwarded to the ICD extension of an
agent.
. The ICD extension of an agent cannot be configured to forward to a Cisco
CRA route point.
So as far as I see it you could only set an IPIVR script to perform the call transfer via a place call step to whatever external system, problem is the calls will go outside of the IPCC Express monitoring and might cause issues on the reporting side.
This step can be used
to initiate a call. However, there are
no Conference or Consult transfer steps exposed. This means that once
you initiate a Place Call, your only
option to connect that party to someone is to Redirect that contact.
Also, there are no tone detect capabilities
in the Place Call Step.
Cheers,
Riccardo
