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CTIOS Agent Desktop & Cisco IP Phone 7940G - Call Control

IPCC Enterprise 6.0(0)sr5

IP QM 3.5(3)sr2

CCM 4.1(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?

Thanks for any help...

3 REPLIES
Blue

Re: CTIOS Agent Desktop & Cisco IP Phone 7940G - Call Control

This is expected behavior whether its IPCC Enterprise with CAD or CTIos or even IPCC Express with CAD for that matter.

The Agent Desktops can only control a single line appearance and there isn't a workaround for that currentlyl

andy dignan - berbee

New Member

Re: CTIOS Agent Desktop & Cisco IP Phone 7940G - Call Control

What I'm hoping, though, is that there is a way to grab the call using the hardphone somehow. Do I lose control of the hardphone when CTIOS desktop is managing a call?

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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