I2050 and CCT 5.0 for screen pops

[mattb025]

Recently we have begun testing the I2050 softphones in house with the idea of putting some agents at home.

We can get to connect, and route skillset calls to it just as we would a I2004 or 3905.

However we have been unable to get the pc to receieve a "screenpop".

The I2050 is setup the same way as the I2004 phones, and using the same CRM software.

Does anyone out there use I2050 phones and CCT 5.0 for screen pops?

 

[captaingadget]

You've not said how the home workers connect, I assume it is via broadband with a VPN connection. In which case there will be a router/firewall in the circuit which will not be present if the agents were in the "office". I suggest that there is some additional configuration in the router/firewall to allow the screen pops through, although I don't know what this may be. You may have to open a port to allow the screen pops.

 

[mattb025]

They do connect througth a VPN, and Yes we had to open specific ports to allow for screen pops.

What I have found out was we are testing with Verison 2.1.6

Screen pops will not work for I2050 until version 2.2.264 (

However Nortel has now come out with Version 3. This version now requires an license that was not need before (Thank you nortel!)

I am working on trying to get pep to move up to 2.2.264, but not sure if vendor can get it for me.

Will update once we either have PEP or have purchased the new softphone.

 

[mattb025]

I have not forgotten about this issue.
Currenlty we are working on an issue with internal CRM. As soon as it gets up and running again I will test and update.

 

[captaingadget]

It's good to know that you will take the time to update this forum. All to often folk ask questions and get suggested remedies and don't bother to post updates as to whether the suggestions were successful or what they did to correct the problem. It benefits all readers/contributors to know what the solutions are.

 

[mattb025]

CRM is working again.

Anyway here is where we are.
Softphone is on version 2.2.264
Installed on freshly loaded laptop.
Can acquire phone, and route calls to it just fine.

However screen pops do not work with the softphone as of yet.

We are on CCT ver 5.
On the server there is a reference client that we use to see if a phone has been properly acquired with TAPI.
On the softphone I can login into the reference client and make calls from and to softphone.
However when trying to log an agent in us receives an error "Agent Login Failed due to: Target DN is Invalid"

I have doubled checked all steps
OTM ok
Phone acquired sym ok
Valid agent with skill ok
Softphone proper dn/tn ok

Will continue to update.

If anyone has thoughts let me know.

 

[mattb025]

Solution was found.

When setting up the phone in the TN table on CCT.
Make sure when you set up the line with the TN, go back into properties, and make the model an I2050.

By default it is set to M2616