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New Member

EM for contact center agents

I don't know if this is supported in cm8.5 and cx8.5 - can contact center agents login to contact center service on the phone from EM profile??

I configured everything to the point where EM is able to display the personal line, and the agent extension for the agent, but there is no service available from the services button on the phone anymore, only to logout of EM. How do you bring the contact center service to the EM profile so agents can login to the queue?

Thanks in advance for looking and helping out.

1 ACCEPTED SOLUTION

Accepted Solutions

Re: EM for contact center agents

Did you checked the enterprise subscription option for the other services you've created ?

Any service with the enterprise subscription does not need to be subscribed in the phone and won't show up when subscribing services.

You can add a service to User Device Profile:

Procedure


Step 1 Choose Device >> Device Settings >> Device Profile .

The Find and List UDP window displays.

Step 2 To locate a specific UDP , enter search criteria and click Find.

A list of phones that match the search criteria displays.

Step 3 Choose the Profile to which you want to add a service.

The Phone Configuration window displays.

Step 4 On the upper, right side of the window, click the Subscribe/Unsubscribe Services link.

Step 5 From the Select a Service drop-down list box, choose the service that you want to add to the phone.

Step 6 Click Continue.

The window displays with the service that you chose. If you want to choose a different service, click Back and repeat

Step 7 If the service has required parameters, enter that information into the field that is provided.

Step 8 Click Subscribe.

The service displays in the Subscribed Services list.

Cheers Bruno Rangel Please remember to rate helpful responses using the stars bellow and identify helpful or correct answers .
4 REPLIES

Re: EM for contact center agents

Did you checked the enterprise subscription option for the other services you've created ?

Any service with the enterprise subscription does not need to be subscribed in the phone and won't show up when subscribing services.

You can add a service to User Device Profile:

Procedure


Step 1 Choose Device >> Device Settings >> Device Profile .

The Find and List UDP window displays.

Step 2 To locate a specific UDP , enter search criteria and click Find.

A list of phones that match the search criteria displays.

Step 3 Choose the Profile to which you want to add a service.

The Phone Configuration window displays.

Step 4 On the upper, right side of the window, click the Subscribe/Unsubscribe Services link.

Step 5 From the Select a Service drop-down list box, choose the service that you want to add to the phone.

Step 6 Click Continue.

The window displays with the service that you chose. If you want to choose a different service, click Back and repeat

Step 7 If the service has required parameters, enter that information into the field that is provided.

Step 8 Click Subscribe.

The service displays in the Subscribed Services list.

Cheers Bruno Rangel Please remember to rate helpful responses using the stars bellow and identify helpful or correct answers .
Super Bronze

EM for contact center agents

Hi John

It's the same process as subscribing the service to the phone as listed by Bruno above, except you do it to the UDP (from Device/Device Settings/Device Profile)

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!

Re: EM for contact center agents

Yes Aaron Thx for your input ...

Already updated the comment ...

Cheers Bruno Rangel Please remember to rate helpful responses using the stars bellow and identify helpful or correct answers .
New Member

Re: EM for contact center agents

Thanks Bruno and Aaron... this worked perfectly, i just need to synch the credentials now.

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