IPCC Enterprise/Express without Desktop

[michaelmiu]

Dear Pros,

Has anyone implemented IPCC Enterprise/Express without the agent desktop tool? Simply a Cisco IP phone?

One particular client refuses to upgrade their linux dumb terminals. They think that windows results in more distractions. Any way around this?

Thanks!

[Chris Deren · Accepted solution]

Yes, you have an option of creating IP Phone Agent service on CallManager, and have IPCC agents login directly onto the phone without desktop. Take a look at this doc for configuration details:

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/cad_inst.pdf

HTH, please rate all helpful posts!

Chris

[michaelmiu]

Thanks Chris!

Any idea whether Cisco Outbound option will work with the IP Phone Agent? Can we set call-back options directly on the phone?

[agtmcgarry]

Hi Michael,

Did you ever find out if outbound option is supported for IP Phone agent login.

Thanks

Anthony

[michaelmiu]

Hi Anthony,

I never got any confirmation from Cisco. I never found any mention in their documentation. I imagine it doesn't b/c IP Phone agent is very simple and outbound option has quite a sophisticated interface, callback schedule for example...

Michael

[JoeMattia]

Hello Chris,

is there an advantage or disadvantage in using the Agent Desktop over the IP Phone agent?

We are still fairly new to Cisco and we had our system set up by a another party, so it was basically set up like their system, and we didn't even know that it was possible to have agents use their IP phones instead of the CAD software.

Any suggestions on which one is better or has more options??

Thanks,

Joe

[bullett]

From my point of view IP Phone agent is a fall back option (or for non 'PC' users). If you can use the desktop application (either CAD or CTIOS) then do so as it offers much better functionality and options to the users. Supervisor call moniotring and recording, test chat, etc etc.

IP Phone is very basic and a step back to old TDM style ACD systems.

[JoeMattia]

Hey Alex,

thanks for the clearification on this. That helps a lot. We've had a suggestion to have some of our agents use the IP phone agent instead of the Agent Desktop, but with it having less functionality and options for the user, it would only make sense to stick with the CAD application.

Thanks again for your help,

Joe

[Chris Deren]

Also, when you use IP Phone Agent the agent state does not show up on Supervisor Desktop (it might be fixed in 4.0)

Chris