Agent Desktop vs One-Button Logon - UCCX 7.0

Hello, I'm new to the forum.  I'm working with Customer Service supervisors who are asking what is the difference between an agent being logged in using the Agent Desktop vs the One-Button login on the phone.  I have done some research online, but can't find the answer to this question.  I realize the agent can't see the reporting functions, but we're not concerned about that.  They are there to answer calls, not check their stats.  Thanks for any help on this.
Kathy

IP Phone Agent (whether set up as one button login or not) will allow you to have an agent without having to install software on a PC.  The downside is that it's a little clunkier to use.  Sometimes you have to hit several buttons on the phone to do things like transfer a call. 
The agent desktop moves this to an interface that gives you something a bit easier to navigate.  Also, it provides a much easier way for you to display additional information to the agent that may be relavent to the call.  The script can populate custom information based on caller input, caller ANI, DNIS, etc.  do database dips, and pop that info onto the screen.  Also the agent desktop can drive actions to other programs (opening screens, navigating to preconfigured web pages and populating data, etc.). 
Both work and work well.  You would have to examine your needs to determine if one is more appropriate than the other.
Cliff    

Similar Messages

  • Reminder for UCCX agent desktop

    Hi            There
    We are using uccx 7 and got some requirement to have a reminder pop up when the agent is not ready to remind them that they need to change their status to Ready.
    Our agents are not just sitting in the chair and waiting for the incoming call, they have to move to other area to do some other stuff sometimes, but during that time they may get incoming call and their agent status was changed to Not Ready, when they came back to the desk they just simply forgot to change the status back, is there any way that we can have a pop up window to remind them?
    In the Cisco Desktop Administrator, I can configure the popup window under Voice Contact Work Flows when the called number match the trigger, but there is no way I can add the condition that it only happen when the agent is not ready; In the Agent Management Work Flows, I can have the popup window when agent is not ready, but it is not what we want, it popup whenever the agent's status changed to Not Ready.
    Maybe there is a way in the script that when there is incoming call, it check the "Not Ready" agents and send the popup window to those agents, but I am not sure how to do it.
    Can anyone kindly give me some hint for this?
    Cheers

    As you can probably see reading this thread, there is no easy, built-in way to handle this.  I think the Cisco approved way, would be to leverage the Wrap up time, and force them into the Ready state, as oppose to warning them.
    I have one other method to throw into the mix, and your experience with it may be different from the next person's; so please test this out first before deploying it all over the place.
    If you have MS Office installed on the CAD PC, you can actually leverage a feature out of the MS Word COM Object to view a list of running Window Titles, and since CAD puts the state of the Agent in the Window title, this works.
    You will need to copy and paste the below code into a notepad document, and then save as "All Files" and name it something like "monitor.vbs".
    '=============================================================================='=='=='=='=='=='== This script will attempt to monitor the CAD title window and keep track'== of how long the state is Not Ready, then alert the user once a threshold'== is exceeded. The user can press OK to go ready or Cancel to stay Not Ready.'=='== Microsoft Word Required.'=='== Author=Anthony Holloway'==        [email protected]'=='== Last Update=04 AUG 2009'=='== User defined variables'=========================' The StateThreshold is in seconds, and sets a limit to how long the Agent' state can be "Not Ready"Const StateThreshold = 600' The AlertMessage is displayed to the user; keep it short and sweet.Const AlertMessage = "You are currently in a Not Ready state."' The AlertTitle is displayed as the alerts title barConst AlertTitle = "Cisco Agent Desktop"'==============================================================================Set oMicrosoftWord = CreateObject("Word.Application")Set cRunningApplications = oMicrosoftWord.TasksSet oShell = CreateObject("WScript.Shell")iCounter = 0sCADNotreadyTitle = "Not Ready - Cisco Agent Desktop"' Loop foreverDo While True     ' Does the CAD title contain "Not Ready"?     If cRunningApplications.Exists(sCADNotReadyTitle) Then          ' Yes, Has the state exceeded the threshold?          If iCounter >= StateThreshold Then               ' Yes, Alert the user               iUserChoice = MsgBox(AlertMessage & vbCrLf & "Press OK to go Ready", vbOKCancel + vbExclamation + vbDefaultButton2, AlertTitle)               If iUserChoice = vbOK Then                    oShell.AppActivate sCADNotreadyTitle                    WScript.Sleep 500                    oShell.SendKeys "^w"               End If               ' Reset the counter               iCounter = 0          Else               ' No, Increment the counter               iCounter = iCounter + 1          End If     Else          ' Yes, Clear the counter          iCounter = 0     End If     ' Pause 1 second before checking again     WScript.Sleep 1000Loop
    Then you will need to start it by one of several ways.  One way is to place it into the startup folder of the windows PC.  Another way is to have it launch via CDA Run External Application on CAD Startup.  It just runs in the background all the time, monitoring the title of the CAD window.
    Anthony Holloway
    Please use the star ratings to help drive great content to the top of searches.

  • UCCX and agent desktop +E.164

    Hello - we are running 10.0 UCCX and looking to see if +E.164 is supported.  The issue we have with this is that with agent desktop it does not allow the + sign in the extension field.  IS there a work around for this?

    Hi Ed,
    Use of E.164 DN on agent devices requires Finesse. E.164 is not supported with CAD / IPPA.
    HTH
    Manish

  • Latest version of UCCX Agent desktop in VDI or XenDesktop environment

    Is anyone out there using Agent Desktop for UCCX in a XenDesktop VDI environment. The release notes for the latest clients don't appear to list XenDesktop specifically but mentions VDI support and XenApp support.

    I've a confirmation from Calabrio that it has not been qualified and is not committed to a specfic release at this time.
    Please rate helpful posts.
    GP.

  • UCCX Agent Desktop v.7 taking over Windows active session when phone rings

    I'm trying to figure out how (if possible) for the Cisco UCCX Agent Desktop application from taking over a users Windows session every time the phone rings.  This is very annoying and takes the end user out of what ever application they are currently in whenever their phone rings.  Does anyone know how to change this?

    Hi Eric,
    Maybe this is better
    Miscellaneous tab options.
    Option Description
    Window Behavior Specify how you want the Agent Desktop window to
    behave:
    • Normal. The window appears when calls are
    present and minimizes when idle.
    • Keep Open. The window is always visible, but may
    be hidden by other open applications.
    • Always on Top. The window is always visible and on
    top of other open applications.
    • Stealth. The window appears as an icon in the
    system tray.
    http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise7_0/user/guide/cda700ug.pdf
    Cheers!
    Rob

  • UCCX 9x - Calls not Disconnecting from Agent Desktop after hangup

    I have a Team of agents and 3 of them are experiencing the same issue. They will get a call and once it hangs up, the call state remains "connected" in the agent desktop. Then they get a second call it shows up "connected". So even though there is only 1 call active, it shows the 2 connected.
    The IPCC extension is only assigned to one device, the correct line is assigned to their user. The max calls busy trigger is 2:1. I have had a TAC case open for almost a week and initially they thought it was the "connected" state in my script. I made the change and still issue persists. I haven't gotten anywhere with them after sending MIVR loges, etc
    I have done some additional searching and haven't found anything.

    Hi,
    well, I can only assume TAC already told you what debugging levels to set.
    Would you mind do a test call again, collect the logs and post them to here? I am not saying I am any better than TAC but I might get an idea while taking a look at the trace files.
    Thanks.
    G.

  • One button login cannot change agent state because phone is out of service on 8861 phone

    I'm testing out the 88XX line of phones for our practice and I am getting the strangest error when trying to enter ready state using one button login.
    The phone states...
    one button login cannot change agent state because phone is out of service
    We are using extension mobility to login into the phone, then hitting the one button login service. (all of which works fine).
    Also if I use this same account on any of our older 79XX phones it works perfectly and I can go into ready state and receive calls.
    I only have issues on the 88XX line of phones.
    Any insight would be great, thanks.
    Davidt

    Hi Kim,
    We have seen this issue in our lab.
    But after configuring the authenticate presence and authenticate register and also you need to associate the respective session-server for the ephone-dn as shown below...it will work.
    voice register global
    mode cme
    max-dn 720
    max-pool 262
    load 7960-7940 P00308000500
    authenticate presence
    authenticate register
    tftp-path flash:
    create profile sync 0022049925121368
    ephone-dn 5
    number 1005
    allow watch
    session-server 1
    exit
    Hope it helps.
    Anand
    Please rate helpful posts

  • UCCX numbers off on Agent desktop and CTIOS supervisor desktop

    Hello,
    We have a big problem with the numbers displaying on are agent desktops as well as as the CTIOS supervisor desktops the numbers are off, such as the number of call recieved at the end of the day, etc.  It seems like at certain times of the day the numbers reset back to zero and the number of calls received by an agent through the whole day are smaller than they should.  Can you please help us.
    Thanks.

    Thanks. So you are looking at real-time reports.
    1. Is this an issue with all agents or only few ?
    2. What OS they are running ?
    3. Try installing CAD on Win XP or Win 7 32-bit to see if the behavior is same ? I wouldnt recommend reinstalling CAD on their existing boxes, as few registry settings might not be removed completely & will show the same behavior. Therefore, grab a new machine with above mentioned OS & do a fresh install on it to see if it helps.
    4. Were there any OS patch upgrades taken place recently on agent machines ?
    GP.

  • Agent Desktop + 7900. How to default to headset. Disable speaker.

    Running UCCX 5.0.2 SR3, cisco agent desktop, 7942 series phones.
    I would like to have the phone default to headset, not speaker. Inbound calls ring the speaker, outbound calls initiated from agent desktop default to speaker. I found the option to disable the speaker in cucm but if I do that my outbound calls don't work at all.

    Ok, silly me. Hit headset button and hit end call.
    Is it possible to have it ring the headset instead of the speaker?

  • Error from Cisco Agent Desktop - The agent- or workflow-initiated action request failed.

    We have roughly 20 agents using Cisco Agent Desktop version 85.1.417 and I have one that when she clicks the phone button to answer a call she gets the error: "The agent-  or workflow-initiated action request failed."
    I reinstalled the program, but she still receives the same error.  What could be causing this problem?

    This is what I found in the log:
    2014-10-06 08:59:46:838 INFO VOIP2021 Desktop monitoring enabled for extension [9214].
    2014-10-06 09:00:12:147 WARN STD3000 Get registry key <MTS_CitrixInstall> under path <SOFTWARE\Calabrio\CAD\Site Setup>. Object not found: <2:The system cannot find the file specified.>.
    2014-10-06 09:00:12:159 INFO SOCKET0000 <CADEEMConnector> service on port <59015> has started.
    2014-10-06 09:01:01:580 INFO PD4002 error while answering call ICDJtapiCallControlChannel (answer) error, invalid callId (17781617 != 37533406)
    2014-10-06 09:09:28:543 INFO PD4002 error while answering call ICDJtapiCallControlChannel (answer) error, invalid callId (17781655 != 37533406)
    2014-10-06 09:13:42:458 INFO PD4002 error while answering call ICDJtapiCallControlChannel (answer) error, invalid callId (17781669 != 37533406)
    2014-10-06 09:29:03:809 INFO PD4002 error while answering call ICDJtapiCallControlChannel (answer) error, invalid callId (17781740 != 37533406)
    I'm attaching part of the DBG log.  I hope that it helps.
    Thanks

  • No Service on Agent Desktop and Supervisor Desktop

    This issue was brought to our attention because the Supervisors logging into Supervisor Desktop are unable to see their agents in the team list.
    The Agent Desktop window aswell as the Supervisor Desktop show "No service" at the bottom, this is the same for all agents and supervisors on the contact centres for this particular IPCC Express cluster.
    But calls are still routing through fine, the only actual issue seems to be supervisors not being able to monitor their agents.
    All services are up and the servers appear to be operating normally.

    Yes, I can confirm that we did end up restarting our service with no call drops (I realise now that once a call has been answered, it is no longer using the CCX port and, therefore, won't drop).
    Per my post here: https://supportforums.cisco.com/thread/2081178
    ll.... I restarted the "Cisco Desktop Call/Chat Service" service in  CCX Serviceability > Tools > Control Center - Network Services.
    The service was only restarted on the Publisher (we have pub + subscriber in HAoWAN config).
    Once  the service had restarted - the publisher remained 'master' of the  service. I didn't bother to restart the sub's service at any stage.
    The service restart took about 1 literal minute total - from clicking 'restart' to cycle back to IN SERVICE.
    As part of the process, I had called into one of our contact center numbers and had an SDA take my call.
    I restarted the service while on the phone to them - they didn't get booted from CAD and the call didn't drop.
    Also  of note - another call was made into the system during the service  restart and another SDA on shift was able to take the call with no signs  of impact.
    CAD/CSD chat and also the team views in CSD started working again...issue solved.
    In  turn, agents and supervisors logged out of CAD/CSD, closed the app,  then re-opened it just in case (although I honestly don't think this was  necessary).
    I  have yet to find anything online that says specifically what this  service does (or any of the services in Network Services) in parts and  as a whole.
    I can only say that it is important in allowing Chat (clearly) and for Supervisor Desktop to be able to function at all really.
    We  didn't seem to experience any outage of any kind - so I will assume  that the consequences of service restart in this instance were little to  none.
    I couldn't say what the consequences would've been had the service failed to restart again - forcing a system bounce (yuck).
    Anyway - issue solved, hope this info proves useful to someone else!
    PS. If you're new to the whole UCCX business, CSD = "Cisco Supervisor Desktop" and CAD = "Cisco Agent Desktop".
    Also some additional interesting info per David King:
    "...here is the link to the  CAD install guide that I quoted regarding what the call/chat service  does. It also explains the other Desktop services as well. The service  descriptions start on page 11.
    http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/cad80ccxig-cm.pdf
    Hope this helps.

  • Agent desktop terminating automatically

    Hi all,
    We are facing one big problem,we are using uccx 8.0.2 problem is some times all agents desktop are automatically terminating that calls also disconnecting after 3-5 min it will come normally,another problem is uccx engine servce restarting automatically ,we are using HA model Please give me the solution
    Thanks Regards

    HI,
    What is the exat full version of uccx you have?
    Have you installed the latest COP file posted in CCO.
    regards,
    Trad

  • Can't find Agent Desktop for CME

    Hello
    I know it sounds ridiculous but I can't find the Desktop Agent for a CME and CCX integration. Let me explain a bit more.
    The scenario is quite simple: one CME on a 2911 that must be integrated with a CCX 8.5. I have successfully setup the CME and CCX (at least I supose) but now the only problem I have is to find the Agent Desktop. I have installed several CCX but always integrated with Callmanager withoit Express. On every occasion, on the plugins menu there were 3 links to download Administrator, Supervisor and Agent Desktops. But in this case there are only 2 links: one for Administrator and one for Supervisor/Agent. Obviously I tried installing the msi file that you download when click the Supervisor/agent link but only the Supervisor is installed.
    I'm sure it must be a silly question but I'm blocked with that issue. Any help?
    DAni                

    The most likely cause of this is that you are running UCCX Standard, which does not come with CAD.
    You'll want to read the data sheet for UCCX to familiarize yourself with the feaatures offered between versions, deployments, and licensing.
    Also, with UCCX/CME, CAD does not do Phone Control.  E.g., You cannot answer the phone from within CAD.
    Anthony Holloway
    Please use the star ratings to help drive great content to the top of searches.

  • Personal ext activates dial tone in agent desktop

    Hi ,
    I have an agent (only one out of 70) having an issue when activates his personal line , it also activates the agent desktop to provide dial tone.  usually this happens when ICD lines goes off hook since CAD and ICD line is tied together. so thats understandable. but i am not sure why personal line going off hook does hte same thing too.
    as far as i understand the configuration seems to be fine. (phone is associated to the end user and primary/icd ext are selected.  the phone also properly in the rm user .. he is able to take calls and do regular things an agent would do.)..uccx version:8.0.2.11005-20  .. picuture is attached to show a demo.
    thanks
    vijay

    EDIT: I misread the original problem report and now see that there is only a single user out of 70 users having the issue, which I also now understand to be not typical of CAD.  Where, when going off hook on a non-acd, but monitored line, CAD should not show the activity on that line.  It should not do anything in fact.  I am leaving my original reply up below as a form of self shaming.
    Hi,
    That is normal behavior for CAD.  UCCX will monitor the first four lines on a phone (1 ACD + 3 Non ACD) and CAD will show the phone state/information for all four lines.  It will not however change the Agent state due to activity on the Non ACD lines.  Hence your screenshot shows the Agent still in Ready state.
    Please read the SRND section on Multiple Line Support under Chapter 2.
    http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/design/guide/uccx80srnd.pdf
    Excerpt:
    Up to 4 lines are monitored by Cisco Unified CCX, these include 1 ACD line and 3 non-ACD lines but on ly the ACD line can be controlled from the agent desktop. The agent state depends only on the ACD line on the agent's device.Cisco Unified CCX allows more than four lines to be configured on the agent device but monitors only the first four lines provided these lines are not shared. The ACD line should be among the first four lines.
    Happy administering!
    Anthony Holloway
    Please use the star ratings to help drive great content to the top of searches.

  • Error Logging into Cisco Agent Desktop whilst using Cisco IP Communicator

    Hi there,
    I am having an issue whilst using Cisco Agent Desktop Version 7.0.  If I use a cisco IP Communicator ( softphone) i get following message, "Login failed due to a configuration error. Please ask you system administrator to associate your phone with the RM JTAPI Provider user ID according to the instructions in the admin guide".
    If user logs in to a normal Cisco phone then logs into agent there are no problems.
    Bit of a novice so your help would be appreciated.

    Hi
    In your AppAdmin pages on UCCX, in the Unified CM Configuration screen, there is an 'RM' user defined.
    This will be a user in CCMAdmin 'Application Users', which has all your CCX phones associated to it. UCCX uses this to CTI control the handsets... you need to associate the CIPC phone to that user.
    Regards
    Aaron
    Please rate helpful posts...

Maybe you are looking for