Ipcc Linkage - Huawei eSpace 7910 User Manual

eSpace 7910 IP Phone
User Guide

5.25 IPCC Linkage

Prerequisites
l
l
l
Functions
After an IP phone is linked with the Agent Client system, the agent can answer and end calls
and make outbound calls by operating either the Agent Client system or the IP phone.
5-1
Table 5-1 Function description
Function
Phone status
synchronization
Call answer
Call end
Issue 04 (2014-01-18)
In speaker or handset mode, you can press the Headset button to switch to headset mode.
After the switching,
An agent user that supports IPCC linkage has been configured on the Agent Management
system.
eSpace 7910 has been installed.
The network environment for eSpace 7910 has been set to CC.
NOTE
l For details about how to configure an agent user, see "Configuring Agent Users" in the eSpace CC
Solution Product Documentation.
l For details about how to configure the network environment for 7910, see "Server" in the eSpace
7910&7950 IP Phone Administrator Guide.
lists the IP phone linkage functions.
Description
The agent status automatically shows busy on the Agent Client system
when the IP phone is faulty or is used to answer a call that is not routed
by the CTI. In either case, the CTI does not distribute calls to the agent
any more, and the agent status cannot be changed.
The agent can use the IP phone to answer a call in either of the following
ways:
l Click the Answer icon on the Agent Client system.
l Press the Answer softkey on the IP phone.
NOTE
If the automatic answer function has been enabled, the agent can directly talk
with the customer on the IP phone when the call is received.
The agent can end a call in either of the following ways:
l Click the End Call icon on the Agent Client system. The IP phone
l Press the Hangup softkey on the IP phone. The Agent Client system
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is displayed in the status bar of the phone screen.
also automatically changes to on-hook state.
also automatically releases the call.
5 Phone Usage
Table
58