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

[Mladen Milanovic]

This feature is part of the UCCE 7.x and it's called Cisco Mobile Agent.
It's very interesting scenario, where agents are using a land line and
CAD that is installed on the PC - Agents have to have a data connection
to the corporate CAD server.

 

Two configuration options are possible:

 

1.       Nailed-up - when agent is logged in the cad permanent
connection is established over the PSTN between agent's phone and
corporate VG. When new call arrive for the agent, agent will hear a tone
and call will be connected.

2.       Per call basic - connection between corporate vg and agent
phone will be established as needed 

 

Mladen

 

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Scott Voll
Sent: Monday, March 03, 2008 5:15 PM
To: TechGuy
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] IPCCX - Can this be done with IPCCX?

 

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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