Monitor extension in UCCX

Question

I am trying to find the best solution for line monitoring from another IP phone. We currently have UCCX with call manager 8.6. Basically what I need to accomplish is the ability to monitor and pickup an extension from a remote phone. I have an agent that stays logged in after hours (24-7 dispatch) and we have remote phones in break-rooms that they can pickup when away from their desk. This should parallel their deskphone so UCCX knows when that "extension is in use". Any ideas? I know that I can assign the DN to the remote phone but I am not sure how this will affect the UCCX system on detecting the phone in use.

Answer 1

Hi Phil
Yep - green traffic light is CAD, but it's the same as going 'Ready' via IPPA (albeit a bit easier).
There can be lots of side effects... it can screw over reports, so any that focus on the agent side especially will be bad. I've seen occasions where calls seem to stick on an agent when others are available and because there is always an available agent (even if someone has just wandered off from their desk for a while or gone home and not logged out) it limits what you can do with script logic once a call is queued. It also leads to scenarios where phones randomly ring on empty desks, so someone will helpfully set up pickup groups for the agents... then things really start breaking down. However, if it works for you, don't sweat it :-)
That said, I'd probably weigh up whether or not this dispatch chap needs to be an agent at all. Maybe a hunt group with his extension, plus a pickup group with audio/visual notification belling the break room phones might be an idea.
One other thing - it sounds like you are saying that the IPPA has to be called up by pressing Services on the handset? It should persist on the screen more (to the point where it limits some other phone functions). Usually this indicates the system is misconfigured - the 'telecaster' user isn't set up.
The best way to do this is to go into Desktop Administrator web page (/teamadmin/main.cda">https:///teamadmin/main.cda). In CAD Configuration settings there should be a spot you can put in a username/password. Basically the user needs the same rights (and same phone associations) as the UCCX RMCM user, so I set this user to the same creds as that service to cut down on maintenance. IPPA uses it to push stuff (like refreshes of the IPPA screen, enterprise data etc) to the phone displays. Once this is on agents have to manage calls a little differently.. you'll see what I mean.
Aaron