Does Anybody know if the cisco Softphone (the call manager standard softphone) works and it is supported with ICM? I know that there is the specific IPCC softphone but our customer has already buyed (and used for IPT) the "normal" softphone and We need to know if He can use them or He has to buy the other one.
The standard CallManager softphone does not have the functionality required to interface with the ICM's CTI server (e.g. for agent login, state changes, screen pop etc.). You'll either need to install a ready made desktop such as the Cisco Agent Desktop (CAD) or create a desktop with the CTI Toolkit or CTI OS.
only a confirm: if I use the CAD or another new one CTI bar, at the end CAN I use the basic cisco softphone only for the media termination? Obviously it is not the best solution because I will have two separate "program" but in this way I will not to buy the IPCC softphone!
The Cisco Agent Desktop has the option of using Media Termination with a sound card installed in the agent's PC. This option is used when agents don't have an IP Phone on their desks. If you chose this option, then you would not need to install the basic Cisco softphone, but you would still need to buy the CAD software.
I have not tried using a basic Cisco softphone for media termination in conjunction with the CTI Desktop. It may be possible to do this, if it did work, you may need to check with Cisco that this configuration is supported. I suspect not!!
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