Agent IP Phone Support No CAD

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

C40, C60, C90
Telepresence

Yes Yes No No No No No No Yes Yes Yes No

MX300 G2, MX700, MX800
Telepresence

Yes Yes No No No No No No Yes Yes Yes No

SX10, SX20, SX80
Telepresence

Yes Yes No No No No No No Yes Yes Yes No

EX60, EX90

Yes Yes No No No No No No Yes Yes Yes No

DX650, DX70, DX80 (for Android)

Yes Yes No Yes Yes Yes No No Yes Yes Yes Yes
Audio only

9951, 9971(1)

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

8941, 8945(1)

Yes Yes Yes Yes Yes Yes No No No No Yes No
8845, 8865 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
Audio only
8841, 8851, 8851NR, 8861 Yes No Yes Yes Yes Yes Yes No Yes Yes Yes Yes
Audio only
8811(2) Yes No Yes Yes Yes Yes Yes No Yes Yes Yes Yes
Audio only

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

Yes No Yes Yes Yes Yes No Yes No Yes Yes No

7925G, 7925G-EX

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

7821, 7841, 7861

Yes No Yes Yes Yes Yes Yes No Yes Yes Yes Yes
Audio only

6921, 6941, 6945, 6961

Yes No Yes Yes Yes Yes No Yes Yes Yes Yes No
Cisco IP Communicator(3)
8.6(4)
Yes No Yes Yes Yes Yes Yes No No Yes Yes No
Jabber for Windows
11.6 and later
Yes Yes Voice-only(4) Voice-only(4) No Yes No No No Yes Yes No
Jabber for Mac
11.6 and later
Yes Yes Voice only(4) Voice only(4) No Yes No No No Yes Yes No
Jabber for VXME
11.6 and later
Yes No Voice only(4) Voice only(4) No Yes No No No Yes Yes No

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. Configure all phones with these 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 in Video Contact Center deployments.

Additional Notes:

These notes 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 can 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 these features.
  • 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).

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