[cisco-voip] UCCX Agent types

[Bas van der Veen]

Hello Mike,

First of all, my experiences are with UCCE 7.2 and CAD 7.2, so YMMV.

We use the IP Phone Agent for a 24x7 group in the environment I manage.
Basically, IPPA 'looks' like a mixture of CAD and Extension Mobility.

Yes, IPPA can work together with EM. You have you users sign in with their
EM account, after which they press the services button and choose the IPPA
phone service. They are then presented with a login menu (like they are
when logging into CAD) with 3 options:
o username (UCCX)
o password
o extension

You say that you aren't using any CTI applications. What about HTTP
actions, can't you enhance/link to your apps with a work flow action from
CAD? I recently did something alike, when a call is offered at an agent,
the CRM application presents the info of the caller based on the ANI
(which is looked up in the CRM application's database), all configured
through a work flow action.

I don't know how similar your CAD version is, though. Can't imagine you
cannot configure something alike.

HTH

Bas


On Tue, February 1, 2011 4:22 am, Mike King wrote:
> I'm currently re-evaluating how we're doing our Call Centers.
> UCCX 7.1 Enhanced license.
>
> Currently we have the Agents logging into a phone via Extension Mobility,
> and then the Cisco Agent Desktop (CAD).
>
> The agents do all of they're work in applications that do not have any
> CTI capabilities. Basically, they minimize the CAD down as small as they
> can, make it stay on top, and stick it in the corner just to get how many
> calls are in the queue.
>
> So, my question is:
>
> How does the Phone agent work in practice?  How would it work with
> extension
> Mobility?  Would it replace it?
>
> How does the Browser agent stack up to the CAD?
>
> We're hoping that a future version of the software we use has
> CTI capabilities, but we're not holding our breath.  But assuming it does
> happen, Can the browser agent do anything with it?
>
> I just have to ask, can the phone agent do anything with CTI?
>
> Just reading the overviews of the agent's, I'm leaning towards the phone
> agent, since they aren't really using the CAD.  But I've never seen it in
> practice, and you never know till you see it work.
>
> Any suggestions are welcome.
> Mike
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>