Cisco Cisco Unified Contact Center Enterprise 9.0(1) Technical References
Testing the Rockwell Switch
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format: <ACDpassword>, <positioned>. For example: 5582,
5581
5581
5.5.2. Log in a Blended Collaboration Agent on a Rockwell
Phone
1. Access the //CCS-Host-Server/
2. Access the ‘ACD Blended Login, Change Terminals’ link
3. Enter the agent‟s login name and password.
For example: Rockwell2007, webline.
4. Enter the Terminal ID in the Terminal # field.
For example: 2007, 5572, 5573 or 5574
5. Enter the ACD Password (if required)
For example: 273
6. Click LOGIN.
The Cisco Collaboration Server Single Session Chat user interface
should show the Agent as logged into the Blended Collaboration user
interface.
should show the Agent as logged into the Blended Collaboration user
interface.
Note:
You can make an agent „not ready‟ by pressing the Not Ready
button.
button.
5.5.3. Make a Blended Collaboration Caller Request to a
Rockwell Agent/Phone
1. Agent: Access the //CCS-Host-Server/
2. Agent: Access the ‘Blended ACD caller.‟ To do so, enter the
Caller‟s First and Last name.
3. Agent: Enter the Caller’s Phone Number: For example: 978 322-
4501 or 978 322-4502. Always use the extension number of the
Rockwell phone for the caller‟s phone number.
Rockwell phone for the caller‟s phone number.
4. Agent: Enter the Script Number for making a blended
collaboration call. For example: Rockwell_DN, where DN is the
dialed number label name used in the Unified ICM Configuration
Manager.
dialed number label name used in the Unified ICM Configuration
Manager.
The Agent‟s phone will light up at the instrument button (the
bottom right button). This means the phantom phone is being used.
The Caller‟s phone will ring and light up at the Extension button.
bottom right button). This means the phantom phone is being used.
The Caller‟s phone will ring and light up at the Extension button.
5. Caller: Presses the Caller‟s Extension button.
The Agent and Caller will now be connected through the phones AND
in an active session through Collaboration.
in an active session through Collaboration.