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Cisco CTIOS Softphone AUX Codes

Hi All, We have an IPCC(Ent) v6.0 with CCM 4.1 VoIP environment at the call center. The Agents use CTIOS softphone, and we have "Reason Codes" configured to track the Off-Phone activity of Agents. When the Agents have to switch the "Reason Code" from say "Lunch" to "Research", they always have to go back to a "READY" state in CTIOS softphone and back to "NOT READY", to pick another reason code. This poses a problem as the Agent can potentially receive a live call while in "READY" state. Here are the Questions:

1. Is there any workaround for this with the CTIOS Softphone option?

2. Would using the Cisco Agent Desktop (CAD)make a difference?

Thank you in advance.

3 REPLIES
Silver

Re: Cisco CTIOS Softphone AUX Codes

Which CTIOS version are you using?

Blue

Re: Cisco CTIOS Softphone AUX Codes

.

Community Member

Re: Cisco CTIOS Softphone AUX Codes

Sorry, I missed this response.

The CTIOS version is 6.0(0)_SR2

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