Agent IP Phone Support

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Endpoint Voice Video RSM
(UCCE Only)
Unified CM
Silent
Monitor
Agent
Greeting
Whisper
Announcement
IP
Phone Agent
(Finesse or CAD)
IPv6 SCCP
(UCCE Only)
IPv6 SIP Video
Prompt/Queue
when used as
Caller Endpoint
Packaged CCE and Cisco HCS for Contact Center Support

C40, C60, C90
Telepresence

Yes Yes No No No No No No Yes Yes Yes

MX300 G2, MX700, MX800
Telepresence

Yes Yes No No No No No No Yes Yes Yes

SX10, SX20, SX80
Telepresence

Yes Yes No No No No No No Yes Yes Yes

EX60, EX90

Yes Yes No No No No No No Yes Yes Yes

DX650, DX70, DX80

(for Android)

Yes Yes No Yes Yes Yes No No Yes Yes Yes

9951, 9971(1)

Yes Yes Yes Yes Yes Yes CAD No Yes No Yes
8961(1) Yes Yes Yes Yes Yes Yes CAD No Yes No Yes

8941, 8945(1)

Yes Yes Yes Yes Yes Yes CAD No No No Yes
8845, 8865 Yes Yes Yes Yes Yes Yes Finesse

CAD

Yes Yes Yes Yes
8841, 8851, 8851NR, 8861 Yes No Yes Yes Yes Yes Finesse

CAD

No Yes Yes Yes
8811(2) Yes No Yes Yes Yes Yes Finesse No Yes Yes Yes

7942G, 7945G, 7962G, 7965G, 7975G

Yes No Yes Yes Yes Yes CAD Yes No Yes Yes

7925G, 7925G-EX

Yes No Yes No No No CAD No N/A Yes No

7821, 7841, 7861

Yes No Yes Yes Yes Yes Finesse

CAD

No Yes Yes Yes

6921, 6941, 6945, 6961

Yes No Yes Yes Yes Yes CAD Yes Yes Yes Yes
Cisco IP Communicator(3)
8.6(4)
Yes No Yes Yes Yes Yes Finesse No No Yes Yes
Jabber for Windows(4)
9.7 and higher
Yes Yes Voice-only(5) Voice-only(5) No Yes
No No No Yes Yes
Jabber for Mac(4)
9.6 and higher
Yes Yes Voice-only(5) Voice-only(5) No Yes
No No No Yes Yes
Jabber for VXME(4)
9.7 and higher
Yes No Voice-only(5) Voice-only(5) No Yes
No No No Yes Yes

1If your Finesse agents use 89xx or 99xx series phones, you must enable Multi-Line on the Unified Communications Manager for all agents on the peripheral. You must configure all phones with the following settings: set Maximum number of calls to 2; set Busy trigger to 1.
28811 requires cmterm-devicepack10.5.1.11012.cop.sgn or later applied to CUCM.
3Mobile Agents are not supported with Cisco IP Communicator.
4Not supported by Cisco Agent Desktop.
5This feature is not supported in Video Contact Center deployments.

Additional Notes:

The following general limitations pertain to supported IP phones:

  • Only the Cisco IP Phones listed in the above table are supported as contact center agent phones. As an alternative, you may choose to deploy the Mobile Agent solution to enable the contact center to use any phone as an agent phone.
  • The Join Across Line (JAL) and Direct Transfer Across Line (DTAL) phone features are not supported and must be disabled on phones that come packaged with the feature.
  • For any phone that allows Single Line Mode, you can use Shared Line on a non-ACD line. You must have your PG in Single Line Mode (set the Agent Phone Line Control setting to Single Line).

Rating: 5.0/5 (4 votes cast)

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