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Taking Cas via PC

  • 1.  Taking Cas via PC

    GCAP Member
    Posted 03-31-2017 16:40
    We are on CIC 2016 R2 Patch 10 Can my agents just plug a headset into laptop and take calls or is there additional software, licensing required? Thanks


  • 2.  RE: Taking Cas via PC

    GENESYS
    Posted 04-17-2017 17:51
    You would have to install the Softphone (which is an option in the User Apps install, not installed by default), create a Managed Phone for each softphone (see directions in the Help...involves the FQDN of the laptop). That station created for the softphone needs a Basic Station License. Also, the Softphone has to be provisioned to work properly, so set up DHCP as appropriate. Then, when the agent logs into IC, they have to select SIP Soft Phone as the station type.