IP communicator with IPCC

[jimeec]

Can I duplicate an agent's 7960 set as an IP communicator?

 

[adminto]

You can use IPC for an agent phone in a lab enviroment - it's not supported in production. What's so important about the phone type?

 

[jimeec]

In the IPCC documentation on Cisco's site it states that you can build an agent as an IP comm. and you won't require a physical 7900 series phone.So I am a little confused by your response.
I have an agent built and working now with a 7960 set and he wants to know if I can install an IP comm. on his laptop with the same incalls DN and his personal ext.(an exact copy of his 7960 set up) so he can logon from home and take calls through a VPN connection.

Thoughts?

 

[Maugwa]

yes this can be done. This is all set up in the Callmanager, just add the lines to the IP Communicator device, it should say that it is sharing once it's added. I have my DN and Ext. on a couple 7940s and also on two IP Communicators. I bounce around between my office and the server room all day long and don't feel like forwarding calls back and forth.

You may have to play around with connecting through the VPN for the best quality.

 

[Maugwa]

forgot to add, if the user is using a desktop agent, he will only be able to log on one session at a time.

 

[adminto]

jimeec as long as this person CTI desktop client can reach the CTI PG it should work. Your user doesn't sound like a typical call centre agent i.e. has laptop and wants to take inbound call centre calls over a VPN connection - I'd also be careful about the voice quality in that scenario. I use IPC a lot and sometime over a business DSL connection the voice quality can be pretty ropy.