IP Softphone as an Agent?

[SoDoTo]

Hi all

Is it possible to use IP Softphone in Telecommuter mode in an agent scenario with a login and skills so calls can be tracked on CMS?.

We have a site with just exchange lines and no switch.

 

[marcell55]

You have to use IP Agent, not IP Softphone.

 

[wildcard100001]

SoDoTo,

You can use IP softphone to login as I have done it and used that method. You can use Feature access codes to login and go available.

Give it a try...

Thanks,

Wildcard

 

[phonegirl27]

SoDoTo and Wildcard,

Yes you can use IP Softphone with the feature access codes, the problem I have found is that the buttons (Auto-In or Aux for example) Don't stay lit so the user isn't always sure what state they are in.

Wildcard - have you found a way around this?

 

[wildcard100001]

Phonegirl27,

You are correct... it is a bit weird using the toggle picture phone option within the IP softphone when dealing with call center functions.

A way around it is tell the agent not to use it. Always listen for confirmation tones when changing agent states using the feature.

Using CMS, you could export a real time html report that agents could go to to check their state....

Thanks,

Wildcard

 

[SoDoTo]

I'll try it today.

cheers

 

[Tarquin]

Has anyone used IP softphone on Citrix? Or do you have to have a specific version like IP Agent for Citrix?

cheers

 

[wildcard100001]

Yes, you must use the IP agent for Citrix version. The regular IP agent on citrix or the IP softphone will not work. Actually they would work, but only 1 person at a time. If you attempt more, the software will lock up.

The version I used for Citrix is: IPAgentR606476citrix.exe

Then there is also a patch: IPAgentR606476citrixsp.exe

You can download them at support.avaya.com.

Remember you must have the software RTU's loaded on your PBX.

thanks,

Wildcard