Cisco Cisco ICM Web Tools User Guide

An agent skill group/hunt group must be set up on the ACD/PBX so agents can log in using
their hard phone. Agents also need to be defined on the ACD/PBX to have the same agent ID
as those used in the ICM configuration. These agents are then assigned to the ACD/PBX skill
group.

If hard phone support is required, there might be ARS-specific requirements for agent ID and
password at login. Refer to the appropriateSystem Manager Guide Supplement.

Synchronization

When the hard phone and softphone are synchronized, they look like a single device to Unified
ICM and the user.

Agents must log in using their softphone, even after logging in through their hard phone. This
is required so that the softphone reflects the Agent States and Call control. There is no way to
know which Client (or SoftPhone) machine is being used by the Agent through a hardphone
"log in". So the Softphone cannot show agent as logged in automatically.

Synchronization is performed for agent state activities and for call related actions. Agent state
activities include logging in, changing state, and logging out. Call related actions include
answering, transferring, conferencing, holding, and releasing calls.

Hard phone/softphone synchronization is performed through special configuration in both
Unified ICM and the ACD/PBX. ICM needs to know which hard phone devices need to be
synchronized.

This is done with a configuration parameter in either the Peripheral Monitor tab or the Device
Target configuration.

•

If you use 

, you must configure the 

 for Hardphone Support Level 2 to ensure synchronization between the agent’s

softphone and the agent’s teleset device.

•

If you are not using Agent Targeting Rules, you must add each hard phone device in the

 configuration: 

.

Desktops and Call Control

Topics in this section include:

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ARI Deployment Guide for Cisco Unified Intelligent Contact Manager Enterprise & Hosted Editions Release 7.2(1)