Unable to receive phone call fin Agent Desktop from Softphone. RRS feed

  • Question

  • Hello All,

               Our team is trying to make a call from Softphone application provided by CCF ,to the Agent Desktop. Let me explain wt all steps we did to do that :-

    • Configured Phone and Modem Setting in Control Panel

                       Control Panel --> Phone and Modem Option --> Selected US and entered 0 as the phone code.

    • In the advaced tab we saw that TAPI is included.
    • Now when we started SoftPhone application, we got the name and the number of the defaul customers.
    • We opened the agent and tried to call Agent desktop agent with number 3331.

    The issue is we are not able to get any pop up at the agent destop side while the Softphone is showing the status as "Ringing". Moreover the phone icon on the top left corner is also disabled. There is no Name of Phone numbe coming in the Look Up section.

    Please assist us with the issue.

    Tuesday, April 13, 2010 9:38 AM

All replies

  • Have you modified Phone settings in AdminConsole?

    You need to change the machine name for Jane (3331) to the box Agent Desktop is running.

    Here are steps I setup the environment:


    • add tapidemo.tsp in advanced tab on Phone and Modem Option in Control Panel;
    • select US and enter 0 as the phone code;
    • change machine name of phone entry of Jane (3331) in AdminConsole;
    • startup AgentDesktop;
    • startup SoftPhone;
    • open John Smith and call 3331;
    • AgentDesktop pops up Lookup screen with John Smith's details loaded.
    Good luck.

    Tuesday, April 13, 2010 11:08 AM