[cisco-voip] UCCX Agent types

[Rasim Duric]

Look at this guide:

 

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/
crs/express_7_0/design/guide/uccx70srnd.pdf

 

Majority of our agents use IPPA and they work great. They are simple to
setup and easy to maintain.

 

Rasim Duric

Network Analyst (CCS)

University of Guelph

Guelph, N1G 2W1, ON

519-824-4120x53146

 <mailto:rduric at uoguelph.ca> rduric at uoguelph.ca

 

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Mike King
Sent: January-31-11 10:22 PM
To: Cisco VoIPoE List
Subject: [cisco-voip] UCCX Agent types

 

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

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