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ICD

I have two questions.

1) How can agents change the prompts that callers get through the phone. I see how through the application but not the phone.

2) Is there a way to display the agent's status on the main display of the phone (7961)?

1 REPLY

Re: ICD

1) Do you mean your script prompts? I haven't worked with 4.0 yet but on 3.5 and below these were not able to be changed via the phone. I would always set the prompts as a variable that could be changed in the AppAdmin. Then I would give the supervisor access to upload prompts and change the script variables.

2) If you are using the phone agent then yes. In the past I have used this by creating a phone service for ICD status and then assigning this as a service URL to the users phone button. That way its a quick access button for users.

here is the url for the service

http://ipcchostname/ipphone/jsp/sciphonexml/IPAgentRefreshState.jsp

If you aren't using the phone agent then you might want to see if this still works, as even though the agent is on the desktop, the ICD extension is still homed to the phone. If it does work please repost a reply on it.

Thanks

Fred

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