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New Member

skill name and caller info display on IP agent phone

I was trying to get the skill name and Caller number displayed on the IP agent phone (7960) for the ICD calls, but I couldn't find any references or config notes to get these done. Maybe this is something can be done with the CRS scripts. Has someone done this before? Any tips is very appreciated

3 REPLIES

Re: skill name and caller info display on IP agent phone

This is done with the Set Enterprise Call Info Step and by editing the layout in Desktop Administrator. Take a look at the following link.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00806b136d.shtml

Hope this helps. If so, please rate the post.

Brandon

New Member

Re: skill name and caller info display on IP agent phone

Thanks for the reply! This seems to address the caller info display for the CAD (Cisco Agent Desktop). I was looking for something similar for the IPPA (IP phone Agent). But IPPA seemed to be a very light-weighted agent application where you don't have the many options like you would have with the CAD.

Thanks,

Weiping

Re: skill name and caller info display on IP agent phone

Weiping,

The link does specifically refer to CAD, but the same procedure applies to the phone agent. I actually tested this with the phone agent and it worked great.

Brandon

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