I'm working with CRS 3.03 and I have 2 problems: one with Cisco Desktop Agent and one with ICD.
1. PROBLEM WITH Cisco Desktop Agent
When a call-center operator that uses Cisco Desktop Agent doesnt answer a call and his phone rings with no answer, the call is transfered to another operator but the operators desktop agent status becomes "NOT READY".
I want the call transfered but Id like to have the desktop agent status READY".
Is this possible?
2. PROBLEM WITH ICD
When a call-center operator receives a call on ICD line, before aswering he sees on ip phone desktop the ICD number and not the original caller number. The original caller number only appears after that the operator answers.
How Can I show the original caller number while the phone rings?
As for your first question there isn't a setting in CRS that will take care of your problem. Maybe someone from Cisco can point you to a registry key or something but that is how it works. As for an answer to your second question, you can see the ANI in the enterprise data window before a call is answered.
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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...
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