[cisco-voip] UCCX Agent types

[Ed Leatherman]

IPPA is great, my one "con" that I can think of is logging in to it if you integrate with a corporate directory. You're either going to have your agents entering their corporate password with the keypad (not easy if you have a complex password policy) or you're going to be setting up single button login for ippa and training your agents to use ccmuser to update their settings when they have to change their password.


Sent from my iPhone

On Feb 1, 2011, at 8:58 AM, "Rasim Duric" <rduric at uoguelph.ca> wrote:

> Look at this guide:
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> http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/design/guide/uccx70srnd.pdf
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> Majority of our agents use IPPA and they work great. They are simple to setup and easy to maintain.
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> Rasim Duric
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> Network Analyst (CCS)
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> University of Guelph
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> Guelph, N1G 2W1, ON
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> 519-824-4120x53146
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> rduric at uoguelph.ca
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> 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
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> I'm currently re-evaluating how we're doing our Call Centers.
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> UCCX 7.1 Enhanced license.
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> Currently we have the Agents logging into a phone via Extension Mobility, and then the Cisco Agent Desktop (CAD).
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> 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.
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> So, my question is:
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> How does the Phone agent work in practice?  How would it work with extension Mobility?  Would it replace it?
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> How does the Browser agent stack up to the CAD?
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> 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?  
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> I just have to ask, can the phone agent do anything with CTI?
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> 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.
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> Any suggestions are welcome.
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> Mike
> 
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