We use a IPCCX 4.0(5) Premium for our Hotlines. CRS server talks to CCM 4.1.3.
I can set up services in CCM so that Agents can login via IP Phone. The IP Phone users use Extension Mobility. So before an Agent login to answer calls, he needs to login to the phone for his extension as a normal IP phone user. Then agent needs to login to answer calls coming to the hotline.
After agents login via IP Phone Agent, the phone display shows CSQ Stats, Agent ID, Calls queued. When a call coming in and agent answers the call, the phone display switch back to Extension mobility login window. When agent finishes the call and put down the phone, the phone display stays in Extension mobility login window. Is there a way to make the phone display go back to Agent window?
I have done this part of configuration and I use one button login for Agent Login. However, when Agent answers a call, or make an outgoing call, the phone display goes back to Extension Mobility window and stays there. You can manually switch it back to IPCC Agent display. Agent may not aware his/her status when the display is in Extension Mobility window. A cisco tech said that this is a designed behaviour. If the display is in IPCC Agent Display, normal IP phone functions such as transfer, voice message etc, are not available. So the best bet is not to use IP Phone Agent login. Instead use CAD. Now we have decided to go this way.
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