[cisco-voip] IPCCX - Can this be done with IPCCX?

[James Buchanan]

Hello,

It would seem first that you could have the script check the logged in
resources for that queue to see if the agent is logged in. Then, you
could have the script check a variable or an XML file for a phone number
that is associated with a logged in agent. Then, you would use a call
redirect to redirect the call to that variable. If the redirect is
unsuccessful or busy, have it go to another logged in agent, etc. 

Of course this would all need to be tested.

Thanks,

James



-----Original Message-----
From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of TechGuy
Sent: Friday, February 29, 2008 8:19 PM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] IPCCX - Can this be done with IPCCX?

Looking into various ways to do home agents and came across an example
of a business utilizing the home agents land line phone, actually it
was a dedicated land line phone.

Anyway, the agents use a client (similar to desktop agent I believe)
through Citrix, when the agent logs into the client it tells the call
center PBX the agent is ready and to start sending them calls.
However it knows the calls need to be routed to an outside line
belonging to the agent.

It all sounds very similar to IPCCX and Agent Desktop.  However rather
than route calls to an agents extension (ip phone) it knows that if
this agent is signed in to send calls to the external number of that
agent.

My first thought (without putting much thought into it) is to just set
the agents extension to call forward all to the external number.
However, I also recall that Agent Desktop requires the PC running
agent desktop to be connected directly to the agents phone.  And other
limitations like not having the extension as a shared extension, so
its highly unlikely I can just do a call forward all.

Any thoughts on this or ideas on how to accomplish something similar?
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