[cisco-voip] Call from CAD, but not ext

[H, Tim]

If I could just figure out a way for the CSS to change once the Agent logs in, that would be ideal.  Not sure it's possible at this point.

The only other thing I can figure is for the Agents to actually dial into a script, then have the script (CTI Port) dial for the agent.  I wouldn't have reporting per agent then unless I assigned each user codes to use, which would get extremely messy.

Tim

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of H, Tim
Sent: Monday, June 28, 2010 2:54 PM
To: Ryan Ratliff; cisco-voip
Subject: Re: [cisco-voip] Call from CAD, but not ext

Thanks Ryan.  I think the only problem with this is, the CAD software has to be tethered to a phone, and has to see the ACD ext before the UCCX server will allow the Agent to login.

Not sure that would work.

Tim

From: Ryan Ratliff [mailto:rratliff at cisco.com]
Sent: Monday, June 28, 2010 2:48 PM
To: H, Tim
Cc: cisco-voip
Subject: Re: [cisco-voip] Call from CAD, but not ext

Could you build some type of script that would look for CAD login (in logs, syslog evnet, db trigger, etc) and do an EM login for the phone?

I'm not sure what the phone reset post-login would do to CAD but it seems tying the two together would be pretty nifty.  Sort of a single-sign-on app.

-Ryan

On Jun 28, 2010, at 2:34 PM, H, Tim wrote:

The only problem I see with this setup is, the extra line that is used for call center operations would still be able to call a US number without being logged into CAD correct?

I want to force them to be logged into CAD so I can get the additional reporting with Historical reports.

Thanks,

Tim

From: Jason Aarons (US) [mailto:jason.aarons at us.didata.com]
Sent: Monday, June 28, 2010 12:16 PM
To: H, Tim; cisco-voip
Subject: RE: Call from CAD, but not ext

Normally you have a Line 2 with a ACD/IPCC Controlled Extension with a Calling Search Space that limits them regardless of whether logged in or not.  You don't normally want to share ICD lines with regular user lines.

From: cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net> [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of H, Tim
Sent: Monday, June 28, 2010 11:40 AM
To: cisco-voip
Subject: [cisco-voip] Call from CAD, but not ext

All,

I've been brainstorming an idea, but don't know if it's possible.

CUCM 7.13 and UCCX 7.01SR5.

I have a remote call center in another country.  As part of their dial plan, I'm using Tail-End Hop Off for them to be able to dial any US number from their site.  For reporting purposes, call recording purposes, and to ensure they're not using our phone system for anything other than business, I'd like to limit their US dialing to only be able to happen if they're logged in to Cisco Agent desktop.  When they're not logged in, I'd like them to not have access to make any calls to the US.

Any good ideas on how to achieve this?

Thanks,

Tim

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