I have IPCC Enterprise solution where I have a setup for two agent per phone, using Cisco 7960. Actually I using 4 buttons, 2 for each agents where the first button is his personal extension and the second is for agent funcionality. Each Agent is login correctly in reference each shift time and receiving calls without issue thru CAD, but when the agents try to do a call back with the CAD it does not work. Does not know the CAD what extension assign the call?
I attach an image that how are the agents are distributed at the 7960 phone.
There is no reason why this should not work. For example, at my current contact center project the agents have two lines, a CC line and a personal line. When they log in with CAD they specify the CC line. The device target and the label is only on this line - naturally.
As an aside, you should set the registry of the PG to disallow logins on JTAPI associated devices where the device target is not configured.
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The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
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Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...