I have a customer that wanted SECC 4.2 and we sold him CCE 7.1 . This is a SIP integration on a CS1000 R5 ( going to 7.0) as soon as Avaya can ship the product.
We are having multiple issues and are unsure of its design intent or a bug , any answers would be appreciated.
Customer is using the Agent Desktop and 1150E Phones.
1. When on a call , and need to conference in a 3rd party, the Conference button on the Agent Desktop Diplay is greyed out. Is Conference supported on the AgenT Desktop Display on NES CC Express 7.1?
2. Using personal or rollover line does not seem to be supported using ADD to control telephone. The documentation is very murky on this. in one section it states never use the phone itself to control any phone features and always use the Desktop Disply to control telephony features, However if an Agent needs to consult with someone and places the call on hold , he can not then select another line to make a consult call. Is this supported on the ADD? We have locked up the CCE application by using the phone to control these features. AST is programmed for two appearances and when I print the TNB it shows that both appearences are acquired.
3. they have PASS PLUS and we are contemplating upgrading to AACC 6.1 Essential. Does anyone know if there are limitations in Essential other than the 100 agent limit.
Thanks for your time
mark
We are having multiple issues and are unsure of its design intent or a bug , any answers would be appreciated.
Customer is using the Agent Desktop and 1150E Phones.
1. When on a call , and need to conference in a 3rd party, the Conference button on the Agent Desktop Diplay is greyed out. Is Conference supported on the AgenT Desktop Display on NES CC Express 7.1?
2. Using personal or rollover line does not seem to be supported using ADD to control telephone. The documentation is very murky on this. in one section it states never use the phone itself to control any phone features and always use the Desktop Disply to control telephony features, However if an Agent needs to consult with someone and places the call on hold , he can not then select another line to make a consult call. Is this supported on the ADD? We have locked up the CCE application by using the phone to control these features. AST is programmed for two appearances and when I print the TNB it shows that both appearences are acquired.
3. they have PASS PLUS and we are contemplating upgrading to AACC 6.1 Essential. Does anyone know if there are limitations in Essential other than the 100 agent limit.
Thanks for your time
mark
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