What is your current version? If it is 2.2 or lower you are correct in the limited functionality from an agent perspective. Version 3.0 will FCS on or about August 31 and will include some significant updates in the standard version (low cost upgrade from current) and offers more comprehensive agent desktop and reporting tools. This software is renamed CRS 3.0 since ICD, IVR, IPAA, are all packaged together.
If you really want to see some functional inprovements consider the enhanced version which incorporates many IPCC functions. Only issue with the enhanced is it requires its own server (but scales up to 100 agents).
One note - 3.0 should be implemented with Call Manager 3.2.2(c) due to the improvements in the TAPI enhancements in CM.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...