CTI Login Procedures

[svannest]

I am running into an issue I need help with concerning the differences between how agents login to the the phone switch with and without CTI. I am looking for the proper login procedures using a headset. We are running CCE 3.0.

Currently, without CTI, the agents hit the headset button, hear dial tone, hit the login button, input the phone login number then the auto-in button, then the dial tone goes away. With CCE, the agent hits the headset button, hears dial tone, then must wait for the dial tone to time out, hear a few seconds of SIT tone, then the line clears then CCE will allow the login. During the time the station is busy, after the headset button press, CCE doesn't allow a login until the line clears. So, what is the proper procedure for logging in with a headset under CCE?

Thanks.
Scott Van Nest

[g2]

Hi Scott,

What is the scenario or what happens when agent tries to login to the CCE desktop application without clicking the head set button. I hope clicking the head set is not required when you try to use CTI application to login to the switch.

[svannest]

we can login just fine without the headset button. but if you press the button after you have logged in, it looks like an outbound call and takes you out of available.

[g2]

Pressing the head set button and releasing it is similar to lifting the handset of the phone and placing them back again. On using headset the voice call would be heard in a different head phone device. So once you have logged in successfully and when the agent press the head set button it is similar to lifting your handset for making the call and the agent state would go to outbound from available.