Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. And see here for current known issues.

New Member

Cisco CTIOS Softphone - please disregard - posted this on IPTelephony forum

Hi All, We have an IPCC(Ent) v6.0 with CCM 4.1 VoIP environment at the call center. The Agents use CTIOS softphone, and we have "Reason Codes" configured to track the Off-Phone activity of Agents. When the Agents have to switch the "Reason Code" from say "Lunch" to "Research", they always have to go back to a "READY" state in CTIOS softphone and back to "NOT READY", to pick another reason code. This poses a problem as the Agent can potentially receive a live call while in "READY" state. Here are the Questions:

1. Is there any workaround for this with the CTIOS Softphone option?

2. Would using the Cisco Agent Desktop (CAD)make a difference?

Thank you in advance.

1 REPLY
Bronze

Re: Cisco CTIOS Softphone - please disregard - posted this on IP

184
Views
0
Helpful
1
Replies
CreatePlease to create content