Intercept keys inactive

[dferrat]

i have installed ipccx 7 but can't use the barge-in and intercept keys as these are showing inactive . I have CSD in my PC .

Someone can help me?

[Andrew Skelly]

You need to have CAD running also.  You can't use barge or intercept if Agent is not running.

[dferrat]

Hi Andrew , CAD is Running also

[dferrat]

Hi Andrew , CAD is Running also

De: drewsov28

Enviado el: jueves, 26 de enero de 2012 13:31

Para: Daniel Ferrat

Asunto: - Re: Intercept keys inactive

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Re: Intercept keys inactive

created by Andrew Skelly<> in Contact Center - View the full discussion<>

[Andrew Skelly]

The agent you are trying to intercept/barge in on, are they on an inbound ACD call?  If so, are you clicking on "Inbound" under their name?

Also, barge and intercept are only availabe on Enhanced and Premium license.  See page 25 and on for what is available for each license type.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/uccx70gs.pdf

[dferrat]

Hi Andrew

I have Premium license. I do click on : registro

De: drewsov28

Enviado el: jueves, 26 de enero de 2012 15:18

Para: Daniel Ferrat (AM)

Asunto: - Re: Intercept keys inactive

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Re: Intercept keys inactive

created by Andrew Skelly<> in Contact Center - View the full discussion<>

[Andrew Skelly]

The icon in your image indicates it is not the "Inbound" but instead the "Logs" that you are on.  Do you see an icon like selected in the below image in blue?  This is where you need to be to use Barge and Intercept.

[dferrat]

CSD , do not display incoming and outgoing calls

De: drewsov28

Enviado el: jueves, 26 de enero de 2012 16:40

Para: Daniel Ferrat (AM)

Asunto: - Re: Intercept keys inactive

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Re: Intercept keys inactive

created by Andrew Skelly<> in Contact Center - View the full discussion<>

[Andrew Skelly]

That's why you can't barge in or intercept then.  You probably also can't record calls either, only monitor.  Is that correct?

[dferrat]

Exactly!!

De: drewsov28

Enviado el: jueves, 26 de enero de 2012 18:30

Para: Daniel Ferrat (AM)

Asunto: - Re: Intercept keys inactive

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Re: Intercept keys inactive

created by Andrew Skelly<> in Contact Center - View the full discussion<>

[Andrew Skelly]

Is your CCX environment "In_Service" or "Partial_Service"?  You can find out by going to the CCX App Admin page, System - Control Center.  Your server(s) should be "In_Service".

[Andrew Skelly]

Were you previously able to view this information?  If so, you may want to try restarting the Cisco Desktop Call/Chat service.  Per the CAD Install Guide:

Call/Chat Service

The Call/Chat service acts as a message broker between the Call/Chat clients and Supervisor Desktop. It is in constant communication with all agent and supervisor desktops.

Agents’ desktops inform the Call/Chat service of all call activity. The service, in turn,

sends this information to all appropriate supervisors. It also facilitates the sending of

text chat and team performance messages between agents (excluding IP Phone

agents) and supervisors.