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Community Member

Shared line for Call Center Agents in CUCCX 8.0

I have a call center agent with a physical phone and a soft phone with the same extension.  In older versions of CUCCX I seem to remember that this configuration seemed to be permitted.  However, in CUCCX 8.0, an error is generated when logging on to Cisco Agent Desktop that says that shared line is not permitted.  If one phone is turned off, no problem - works.  When both phones are on - does not work.  How can an agent working from home be able to take calls seemlessly and without changing the server setting for the agent?  Even if I put the agent on a different extension, it would require intervention - I would have to change the IPCC Extension field in the End User account.

2 ACCEPTED SOLUTIONS

Accepted Solutions
Silver

Re: Shared line for Call Center Agents in CUCCX 8.0

Extension mobility is probably your only option here. Give the user a profile and they can log in to any phone.

(providing you're using IP communicator as your soft phone)

Brian

Shared line for Call Center Agents in CUCCX 8.0

So to be honest the easiest way to do this is to have the agent use the

softphone even when they are in the office. No hard phone to worry

about :-).

If you instead want a hard phone in both locations then you would need

to setup a VPN on a router like an 871 router for them to use at home.

This would allow them to plug a hard phone directly into the back of the

router and then keep the hardphone plugged in at the office as well. In

order for this solution to work, you would need to enable extension

mobility and they would simply login to the phone they are using.  The

only downside to this solution is you have to get the router configured

correctly for the VPN tunnel (but once you did this once, the same

config should work for everyone doing this) and of course the extra

costs of the router and phone at home.

Hope it helps,

Anand

3 REPLIES
Silver

Re: Shared line for Call Center Agents in CUCCX 8.0

Extension mobility is probably your only option here. Give the user a profile and they can log in to any phone.

(providing you're using IP communicator as your soft phone)

Brian

Community Member

Shared line for Call Center Agents in CUCCX 8.0

Yeah, that sounds like it would do it.  If they log into EM from home it would log them out from their hard phone at work (if the servers are configured with this setting).  Thanks, Brian.

Shared line for Call Center Agents in CUCCX 8.0

So to be honest the easiest way to do this is to have the agent use the

softphone even when they are in the office. No hard phone to worry

about :-).

If you instead want a hard phone in both locations then you would need

to setup a VPN on a router like an 871 router for them to use at home.

This would allow them to plug a hard phone directly into the back of the

router and then keep the hardphone plugged in at the office as well. In

order for this solution to work, you would need to enable extension

mobility and they would simply login to the phone they are using.  The

only downside to this solution is you have to get the router configured

correctly for the VPN tunnel (but once you did this once, the same

config should work for everyone doing this) and of course the extra

costs of the router and phone at home.

Hope it helps,

Anand

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