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New Member

Agents login

Hello everyone!

What is the best and secure way of configuring agents or phones, when they're not logged on CAD for CCM not to route them a call!?

6 REPLIES
Hall of Fame Super Silver

Re: Agents login

What do you mean " when they're not logged on CAD for CCM not to route them a call!?", the call will never be routed to an agent who is no logged in, in order for a call center call to be directed to a device the agent state of a user signed into that device needs to be in ready state.

Chris

New Member

Re: Agents login

I mean i can make and recieve calls regardless of CAD agent logged in or out, ready or not!!

Hall of Fame Super Silver

Re: Agents login

Well you will be able to receive regular calls (either DID or internal from another phone), you will not receive any call center calls. If you don't want to receive any direct calls to these phone then you need to configure Restrictions using Calling Search Spaces and Paritions on CCM. The best deal for you would probably be to have seperate lines for ACD extensions and DIDs.

Chris

New Member

Re: Agents login

thanx chris, i'll try!!

If u're willin to answer, i have 2 more questions

1. in ipccx, do i make longest available routing through skills and teams... or there is some other way

What i need is to make routing calls to first available agent or longest idle to recieve a call

2. I need solution for agents when they log off, for their phone to be unavailable or not to recieve calls momentarily, i tryed through dot1x on switch with auth.

but phone is logging of exactly 1 minute, thats unacceptable

Thanx in advance!!!

Vladimir

Hall of Fame Super Silver

Re: Agents login

1. That is the way to do it, at the CSQ level select "Longest Available" selection critaria

2. You can activate call work option by enabling "Automatic Work" at the CSQ level, this will give your agents 20 seconds time after each call. If you want to disable the phone after they logout you would do that at the CallManager configuration like I said earlier, but you cannot do it just momentarily.

Check out the Admin Guide:

http://www.cisco.com/application/pdf/en/us/guest/products/ps5883/c1067/ccmigration_09186a00801eddf3.pdf

Rate the post if it helps!

Chris

New Member

Re: Agents login

Thanx again Chris, i'll let U know in the morning

As soon as i get to work!!

Cheers

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