I am using UCCX 7 with CUCM 7. We have total of 20 Agents configured for 4 skillgroups (configured as Premium agents). Can we have Call-Pickup groups configured for the IP Phone extensions used by these agents, that is, when the IP Phone Rings on Agent 'A', Agent 'B' should be able to pick up the call from Agent 'A'. We have the option for Agent that agent does not get not ready selected in the UCCX configuration.
Please suggest if call pickup group with UCCX is workable solution / supported configuration.
Default setting for RONA is to go to Not Ready when no answer. any specific reason to choose it otherwise? i dont think Group Pickup would be supported configuration and never tried it either. May be someone else can also confirm.
The customers main issue is that they would like to to pickup a call that is ringing for an agent from another agents phone. Their situation is as follows: Queue 3 has 4 operators..these operators are the "3rd" line of agents that answer incoming calls. They have other job responsibilities other and than simply answering incoming calls. Several times they may be working with someone in person and they recieve a call from the queue. Another agent that is not with someone would like to pickup that call so it doesn't have to timeout and get pulled back in the queue. I understand that call pickup is handled by the UCCM not the UCCX but I would think this could be added into the UCCX agent to pull a call from an agents phone..@ this point control would still be on the UCCX server. We have worked changing the time the agent rings before the call is pulled back and they are put in a Not Ready state but this hasn't seemed to resolve the issue.
This has been the biggest hurdle for this install.
That is correct, the pickup group is not support. Also what Geoff suggests is the best way to solve this issue, but if the agent forgets to get not ready, the agents supervisor could pull the agent to get not ready from the Supervisor Desktop.
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
answer. Be sure to read the whole thing or e...
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 ...
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