We're running ICD 2.2(5) on Call Manager 3.2(2c). I am trying to see if we can set up multiple queues that are handled by the same agents. I've got two apps set up, and they are working. However, I haven't found a way for the agent to tell if an incoming call is from one app or the other. What displays on their phones is the Display entry for the CTI port's DN.
Is there some way I can set this up so that the agent will know whether to answer "Hello, this is Company A" or "Hello, this is Company B"?
Not without going to CRS 3.X. In CRS 3.x you can do it a couple of ways. Number one you can use Enterprise Data to pop this information to the agent. Also, in 3.X you can have multiple CTI Port groups. So, what I have done before is create separate CTI Port groups for each queue. Then I configure the Internal Caller ID setting on the CTI Port to be the name of the queue. It actually works quite well.
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 ...
This document describe how DST changes and how time changes are
implemented in DST. Daylight Saving Time (DST) is the practice of
setting the clocks forward 1 hour from standard time during the summer
months, and back again in the fall, in order to make b...