CAD Agent Desktop - Making 2nd call to Back office staff

Hi All,
Does anyone have a solution to the following question from a customer?
“Whilst an agent is talking to a caller, it would appear that the only option available to make a second call at the same time ie. in the case where a member of call centre staff wishes to talk to the back office team whilst the customer is on hold, the agent can put the caller on hold using CAD, however they would need to press the “New Call” button on the physical telephone to dial the 2nd number as the “Make Call” feature is not available within CAD (whist the call is on hold).
The agent will frequently make a 2nd call whilst on the phone to a customer. Not being able to use CAD to make this second call will cause a lot of confusion! Is there any way around this problem?”
I know that the ‘make call’ button is disabled when the agent is in a ready state, so how do they make a 2nd call if need? I suppose they could place the caller on hold and go not ready but I’m not sure if CAD allows this (I’m away from a test lab to check) and this would affect the agent stats.
Or perhaps they could initiate a supervised transfer discuss what they need to with the back office staff member then cancel the transfer and use the alternate button to switch between caller and back office staff?
Any suggestions would be grateful.
Thanks Chris

Using a supervised transfer and then cancelling out of it is the only option with CAD for now. I suggest that you submit a feature request through your Cisco AM to resolve this.

Similar Messages

  • UCCX Agent Desktop Auto Answering Calls

    Has anyone heard of a situation where CAD is auto answering calls?  The users are reporting it sporadically only when they get a off a call and a call is waiting in queue, the call will automatically connect right after they hang up the first call.  
    Sounds bizarre, I know.  
    Short of restarting services, i'm not sure where to go with this one.  I've had a couple clients report this issue to me.  They are running UCCX 9.0 (2) SU1
    Thanks.  

    We've had a similar issue.  While the agent is talking, the CAD changes state to "work" i.e. it thinks that the call has been hung up.  It then goes to "ready" while the agent is still talking.  As a result, when the agent hangs up their call, they are in "ready" state and are given the next call immediately.
    You may want to check if this is the case with the agent state.
    If the state changes are happening like this, check that the handset is snugly sitting on the cradle, reboot the client PC and have them log off/on the phone.
    Be sure also to check the CAD agent logs.  I'm about to check ours now to see if they show anything up.

  • Redirect the existing user's call to back office user by cross checking a Txt/Xml file on UCCX Scripting

    I need some help on following scenario.
    I have a customer UCCX 9 and When a new customer calls the contact center via a main number (eg:02089772111) to open an account or register themselves, caller will go through all the necessary welcome message …. And to an agent as normal
    Then the agent collects all the relevant informations (Name, address, tel-number (07929768543), etc) and records it in to a database
    And also the agent finally assign the customer to an internal person (eg: John on extension 3001 (not an agent)) and complete the account registration, like cisco assigning a TAC engineer to a case opener.
    Then the customer calls again to inquire anything in the future ( after opening an account) using the same phone (07929768543) on account and to the main number (eg:02089772111), caller should hear all the greeting, etc…like a first time caller and this time it should go to John on extension 3001 directly rather than to an agent.
    Is this possible with UCCX, can we add a file (xml or text) to script and update it with customer number and back office user extension to perform this diversion by collecting caller number and checking the file and send it to internal person. by updating this file real time by an agent or in a daily or weekly basis by a supervisor by modifying this txt/xml or may be a DataBase file.
    Thanks
    Shameer

    Shameer,
    Your XML file could look something like this:
    <?xml version="1.0" encoding="ISO-8859-1" ?> 
    <Numbers>
    <ANI="07929768200">
         <Ext>2001</Ext>
    </ANI>
    <ANI="02089772144">
         <Ext>2002</Ext>
    </ANI>
    </Numbers>
    You would then have to use the ANI of the caller to loop through the XML file. This would return the extension of the internal resource. They you would just use a call transfer step to connect the two together.
    HTH,
    Adam
    **Please remember to rate helpful posts, for the betterment of the community**
    Edit: fixed XML code. I was unaware that you can't have numbers as element names

  • Price Match Contract Phones - Call Mobile Back Office

    I went into my local Best Buy yesterday to purchase a new iPhone and asked to have it price matched with Walmart's $50 off deal. I was told that they do not price match contract phones. I told them that I had read on the Best Buy Forums that they do, but they refused to give me the price match. I went ahead and purchased the phone thinking I may be wrong.
    After I left, I looked up the forums again and confirmed that others had asked and the moderators said they would price match. So, I called 1-800-BESTBUY. The first person I spoke with said the same thing - no price match. I told her about the forums and she put me on hold and confirmed with her manager that they will not price match contract phones. I then pointed out the forums and she pulled it up so we could look at them together. She went and spoke with her manager again and they finally agreed that they could price match. She then transferred me to mobile sales (45 minutes later). Mobile sales said they would not be able to help me and transferred me to Mobile Back Office. 
    At this point I had been on the phone for 1 hour and 13 minutes. Finally, Mobile Back Office confidently told me that they do offer price match on contract phones from local retailers; e.g. Walmart. I was so relieved...but then he said I would have to go back in the store to have the price match honored since that is where I purchased the phone. But he said the store associate could call 1-800-BESTBUY and ask for the Mobile Back Office to confirm the price match policy if they have questions. So, I guess I will be headed back in the store again tomorrow.
    Moral of the story? If your local store tells you they won't do the price match on contract phones...save yourself an hour and 15 minutes and just have them call and speak to Mobile Back Office.

    Greetings mcharman,
    I hope you are enjoying your new iPhone! I’m sorry to hear you had such difficulties with price matching Wal-Mart. After receiving various answers, I can imagine you might be a bit confused on how to request a price match.
    Generally speaking, we should price match contract phones that are sold at local retailers, although contract phones sold by online retailers would be excluded. You may review this via our Price Match Guarantee page on BestBuy.com.
    That being said, while we do price match contract phones (as long as it's available at a local competitor) there are times where the competitor's sale may have terms and conditions that ultimately result in Best Buy not being able to match their advertised price. You may wish to consult a manager at your local store for further consideration on the price match.
    Sincerely,
    Tasha|Social Media Specialist | Best Buy® Corporate
     Private Message

  • An agent can't dial +E.164 string from CTIOS Toolkit Agent Desktop

    There is a problem with dialing a +E.164 number from agent desktops (example: +380975431111). When they make a call, CTIOS Agent Desktop shows an error:
    Client
    MessageType:eMakeCallRequest
        ErrorMessage:Error [10117] The specified DTMF string is invalid
    CTIOS Server
    eControlFailureConf(14):The request specified a destination that is not valid.
    PG & CG
    Error=INVALID_DESTINATION
    But when I place a call from IP Phone or IP Communicator it works using route "/+". All other destinations (00, 0, etc) can be reached through CUCM.
    Are there some misconfigurations or its a limitation for Agent Desktop???
    Thanks in advance for yours replies!!!
    P.S.
    Using CUCM 8.0.2, ICM 8.5.1, CTIOS 8.5.1

    Artem,
    This is expected behavior becuase E.164 is not supported with the latest versions for 8.x. However, it is being worked on for future support.
    - Cisco CTI Server, CTIOS (8.x)
    - Cisco CTIOS Toolkit Agent Client und CTIOS Toolkit Supervisor Client (8.x)
    - CAD Agent Desktop and CAD Supervisor Desktop (8.x)
    - Cisco Outbound Option (8.x)
    Hope it helps ?
    GP.
    Pls rate helpful posts !!

  • CAD agent http query delay

    Hi ,
    we are using a http query from agent ( CAD ) desktop to get the customer information on to the CAD agent desktop , we are using the ANI from the call and query the DB using the http query
    please advice
    Regards
    Purna

    What's your question?

  • Agent Desktop 4.5 -- Can't make call

    When agents use dail panel on Agent desktop menu bar  to make calls, it shows 'Call Failed: Error making call'.
    In the log file, error message is MAJOR FCCTI_1000 Error Return (21: Error in invoking Java Method) "PerformMakeCall"
    what could be the reason?
    Thx.

    The Basic Troubleshooting Steps are:
    Restart..  Reset..  Restore from Backup...  Restore as New...
    Restarting your device
    1)   Press and hold the Sleep/Wake button for a few seconds until the red "slide to power off" slider appears, and then slide the slider.
    2)   Press and hold the Sleep/Wake button until the Apple logo appears.
    Follow these steps to reset your device
    Note: Reset your device only if it is no longer responding and the steps above do not work.
      Press and hold the Sleep/Wake button and the Home button together for at least ten seconds, until the Apple logo appears.
    Restart / Reset
    http://support.apple.com/kb/ht1430
    Backing up, Updating and Restoring
    http://support.apple.com/kb/HT1414

  • CAD Agent build 9.0.2.1064 Issue with calls hanging while being presented

    We up graded to version 9.0.2.1064 for the CAD Agent version after upgrading to version 9 last month. I have one location telling me and I witnessed it today that when a call is presented and the user lets it go as a ring no answer the call acts as if it never leaves the Agent. It does start to ring the next phone in line like it should but the Agent that let the call RNA still shows the call on thier phone like it is still being presented. The Answer/drop button stays lit while this is happening. I can log off the user (it tells me there is a active call in progress) and then log them back in and it works again. This is sporadic sometimes the users go for a day or 2 without it and it happens on multiple users. I did a BUG search and could not find anything.
    Has anyone seen this yet?
    Thank you!
    Dave

    We up graded to version 9.0.2.1064 for the CAD Agent version after upgrading to version 9 last month. I have one location telling me and I witnessed it today that when a call is presented and the user lets it go as a ring no answer the call acts as if it never leaves the Agent. It does start to ring the next phone in line like it should but the Agent that let the call RNA still shows the call on thier phone like it is still being presented. The Answer/drop button stays lit while this is happening. I can log off the user (it tells me there is a active call in progress) and then log them back in and it works again. This is sporadic sometimes the users go for a day or 2 without it and it happens on multiple users. I did a BUG search and could not find anything.
    Has anyone seen this yet?
    Thank you!
    Dave

  • Cisco Agent Desktop (CAD) Timed Out

    Hello Everybody,
    I'm looking for a little insight into a problem that was encountered recently with a customer that essentially caused downtime.  When the Agents were attempting to log into Cisco Agent Desktop it gave the following error:
    "The request to log into the Cisco Unified CCX application server timed out. Please verify your system is online and try again."
    CCX Version : 8.0.2.11002-3
    CUCM: 8.0.3.21011-1 with LDAP integration/authentication
    The customer does have high availability and after restarting both CCX servers the problem still occurred.  Finally, once the CUCM publisher was restarted everything the login started working again.  As the resolution was a server restart I'm looking for further information regarding this problem, why it may have occurred, and what can be done to prevent it in the future.  It seems that LDAP issues are a common cause of this error but why?  Can IPA be used as a backup if another situation like this occurs again?
    I appreciate the time,
    Thanks.

    Hi Keith,
    We could never state it will never happen again. CUCM, AD or UCCX could have a latency issue later on. However if you see the technote that I sent it explains what tracing is needed and how to verify that LDAP is not sending the acknowledgement back in time. Below is an example of the MIVR logs;
    //Initiating login
    461102: Jan 28 08:01:34.909 PST %MIVR-SS_RM-7-UNK:Trying to authenticate agent MSmith
    The login ID is the same ID that is used to login to CAD. For our test MSmith was used.
    The next message should be that login was successful; however, a time out may have occurred since the CAD timer has expired (10 seconds). We then see after the 10th second CUCM finishes the authentication.
    //CUCM returns login successful after the 10 second CAD timer expires causing the timeout message to be displayed
    461107: Jan 28 08:01:45.206 PST %MIVR-SS_RM-7-UNK:Successfully authenticated agent MSmith at extension 1904
    CAD has ten second timer. If the successful message is not sent within that time CAD fails to login. The port change for the AD server that is the Global Catalog server is also documented in the CUCM SRND and should be used regardless.
    I hope that answers your question.
    Joe

  • I ordered a new phone and shipped it to a friend in Dubai, UAE. without knowing i have to activate it by making 5minutes calls, please i need a way to activate it without sending it back to the US..any help? this has been very frustrating for me this past

    I ordered a new phone and shipped it to a friend in Dubai, UAE. without knowing i have to activate it by making 5minutes calls, please i need a way to activate it without sending it back to the US..any help? this has been very frustrating for me this past few days

    scottxx,
    That was very nice of you to provide your friend with a new phone! I am sorry to say that the device will not be able to activate while in Dubai. For a device to activate it must connect to the VZW network to become active. I apologize for any inconvenience.
    LindseyT_VZW

  • Passing "Caller Entered Digits" to CTIOS Agent Desktop through IVR.

    Hi,
    Please suggest me on the below issue-
    I need  to Customize CTIOS Agent Desktop for the Screen POP-UP, where is Customer ID and Customer Address etc should be populated in CTIOS Agent Desktop. I have created the  tabs for these (i.e. Customer ID and Customer Address), Now I need to send values(Customer ID) from IVR to CTIOS Agent Desktop, so that it can populate on Agent Desktop.
    Please let me know to achive this.
    Thanks in advance.
    Thanks,
    Manish Gupta.

    Use the Call.PeripheralVariableX (X could equal 1-10).  The call leaves the IVR and you pass the CED to ICM, ICM looks at this CED and puts it in a peripheral variable (PV for short).  These 10 PVs are past on to the desktop once a call is received, they are part of the call context and travel with the call.
    david

  • Agent Desktop Error When receive Incoming Call

    Hi, I have  CAD Ver 8.5.1.39   |   CUCM Ver 8.5.1.10000-26   |   UCCX Ver 8.5.1.10000-37  running on my network now.
    there some problem occurs when I put an Agent into the Line Group with Top Down Distribution call(actualy all the Distribution call type face the same problem).
    1. When the Agent Receive Incoming Call from outside(PSTN) sometimes the CAD don't Show Up and show no response but the CIPC work normaly. showed in  Not Responded.jpg
    2. When the Agent Receive Call and it is show up. I can't answer the call. When I press ctrl-A or i push the answer icon i got the error message show in error.jpg , sometimes when i want to make a call the same problem happens
    3. When the Agent Pop Up and the caller end the Call before I can answer. The call got stuck in Agent and Agent cannot make a call. Agent must logout and login again to fix this problem, show on the stuck.jpg
    4. When the problem 3 occurs and if the Agent don't fix this problem, the stack got more caller. show in stuck2.jpg
    I dont know why this happen, all the call come from outside(PSTN). when I test call from internal the problem doesn't occur.
    Please help me. Any help will be helpful
    Thank you for your help and participation
    Regards,
    Yopie.

    Hi,
    I have an auto attendant, for example like this:
    Welcome to the XYZ Company,
    Press 1 for purchasing (10 Agent)
    Press 2 for Consult (5 Agent)
    Or press 0 for operator help (3 Agent)
    When the consumer press 1, I want the call distribute to 10 Agent in the Purchasing team.
    To make scenario like this I use the hunt pilot and to use hunt pilot i must have line group first.
    So I need to put the 10 Agent into the Line Group.
    Thanks.

  • 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.

  • CAD Agent blinks in and out of Supervisor Desktop

    Got a problem that started yesterday. Running UCCX 7.0(1)sr5 and I've got this agent that comes and goes from the supervisors desktops. Cadence is about every 2 seconds she appears then disappears.
    Any ideas?
    Thanks in advance.

    Hi Cbelcher,
    Problem
    Cisco Agent Desktop agent appears and disappears from the Cisco Supervisor Desktop.
    Intermittently Agent begins to disappear and appear on the Supervisor Desktop under Team Agent state Report.
    Solution
    This problem is caused when multiple threads do not exit correctly  under Agent desktop PC. When the CHAT communication on TCP Port 59000  and 59020 between Client and Server has been lost due to network  interruption/outage. CAD is unable to recover from this and creates  multiple Agent.exe instances.
    Exit out affected Cisco Agent Desktop application and launch CAD again.
    Reference:
    http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008035309f.shtml
    Hope it helps.
    Anand
    Please rate helpful posts by clicking on the stars below the right answer !!

  • Phone died when on with a Customer Service agent.  Now both phones are dead...What do I do now?  Trying to set up my iphone 4S and I have no phone to call them back.

    Phone died when on with a Customer Service agent.  Now both phones are dead...What do I do now?  Trying to set up my iphone 4S and I have no phone to call them back.
    I was told I can set up my phone service through iTunes, but I can't seem to figure out where to go at this point.  Any help would be greatly appreciated!
    Greg

    what do you mean, it died? plug it into the power! :-)

Maybe you are looking for