I have UCCE system with around 500 agents , sometimes CC supervisors complained from issues such as that the agents can't make conference, or outbound dialing,..etc , i simulate the agent phone on my desktop by CIPC but that does't help sometimes. my question :are there some tools or ways that by which i can control the ip phones pf agents remotly (dialing,making conf, transfer,..etc)
Wha texactly do you want to do by controlling remotely? You 'could' say that CTIOS/CAD control the phone remotely, you don't have to be physically present to answer a call, dial out, conference etc from the desktop itself.
Now, about your problems, have you looked at any logs yet? Maybe you have an MTP issue, maybe the agents are trying to conference to a UCM extension which doesnt exist. Start with the logs and take it from there.
One such case: You have a small remote office over an hour drive away, and you found out that these phones have their TFTP settings hardcoded, and you need to point them to a new address.
The OP is asking for a solution that will allow him to remotely control the Agent's phone, for what appears to be a troubleshooting convenience. Rather than have to ask the user to press this button, then that button, just do it for them.
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These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...