WAVE and Cisco Agent Desktop (CAD)

[jami]

Hi - please forgive me for posting what I hope is a very elementary question. I'm working in a startup call center that is deploying Cisco Unified Call Center (Enterprise version) in December. I'm the workforce analyst and more on the business process side and NOT extremely technical.

We need to interact with another department that is using WAVE Communicator v3.0. What I need to determine is, is anyone aware of any problems with running CAD with WAVE?

If they can be used together, can the same headset that is being used for WAVE (already deployed) be used for CAD?

Thanks in advance.

[keith]

One of my senior engineers had this to say when I forward him your support question:

The short answer… I don’t know. I am assuming it’s unsupported, if we haven’t tested against it. Though we support H.323 endpoints calling in.

It appears that the Cisco Call Agent Desktop supports H.323 with the correct deployment. As long as the version is nonproprietary and v4 or less (I suspect it is), they should be able to make basic calls to a WAVE Dispatch Communicator. However, WAVE won’t provide any of the Call Center extended feature list (such as, popups, automation, and etc). I know that’s a duhhh… comment. ;)

I was hoping to see a Netmeeting to CAD integration on the web. This would make me feel better with saying that it should work. I didn’t find one.

Not much help but I hope it’s enough.

So, it should work provided H.323 functionality is setup properly, but nobody on our team has tested it out.

Let us know if there's anything else I can help with.

[jami]

Thanks, Keith - I appreciate the help!