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

[Scott Voll]

sounds like your looking at UCCE not UCCX.

as for call forward to external number it works for the first call then puts
the agent into not ready.

if you can put phones out at the homes (maybe with ASA/phoneproxy) and
publish the CAD via Citrix you could do that.

as for the pc connected to the agent phone..... (if it's not, all you loose
is recording / monitoring)

scott

On Fri, Feb 29, 2008 at 6:18 PM, TechGuy <techguy at gmail.com> wrote:

> 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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