CTIOS Agent Desktop & Cisco IP Phone 7940G - Call Control
IPCC Enterprise 6.0(0)sr5
IP QM 3.5(3)sr2
CTIOS Agent Desktop 6.0sr3
An agent has a 7940G phone with a DID extension and an agent/instrument extension. The agent uses CTIOS Agent Desktop. He answers an ACD call on the agent extension, and, at some point during the call, receives a call on the DID extension which is relevant to the ACD call. He wants to hold the ACD call and take the DID call but has no call control ability over the incoming call, either by CTIOS Desktop or on the phone itself.
Is this expected behavior? How might this be worked around?
Re: CTIOS Agent Desktop & Cisco IP Phone 7940G - Call Control
That shouldn't be a problem. You need to place the ACD call in CTIOS (or on the hardphone) on hold and pick the other call on hardphone. You don't lose control of the hardphone. The hardphone is synchronized with the softphone. There is no issue. You could use either. Only thing is you will need to login to the ACD line and go ready using the softphone in order to receive ACD calls
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