About IP Phones

A IP phone (or telephone) is the IP device that the contact center agent uses to make or receive calls. The IP phone has a single line (typically line 1 if using a Cisco multi-line phone), whose number is known to the call routing software. The agent logs into the contact center using the login name and password allocated by the Manage Agent page and the line number allocated in this page. Line numbers may be allocated automatically by eGain Analytics or entered manually through the user interface.

Using eGain Analytics with Other Provisioning Systems

When using a separate provisioning system to add IP phones to a Unified Communications Manager, check the Contact Center Enabled check box for all the Directory Numbers provisioned by the external system to ensure that they are added correctly to Unified CCE. Do not use eGain Analytics to make any other changes to phones on that Unified Communications Manager.

Advanced Information

The eGain Analytics web application automatically links or adds default additional information to Unified CCE as follows:

  • Links the Unified Communications Manager calling search space from the tenant owning folder

  • Links the Unified Communications Manager route partition from the tenant owning folder

  • Links the Unified Communications Manager location from the parent folder

  • Links the Unified Communications Manager owner user ID from the PG user id allocated to the tenant

  • Creates a Unified CCE device target for the phone/line.

  • Creates a Unified CCE label for each combination of device target and routing client (to route calls to a Unified CCE agent, you must have defined a label associated with the device target).

Related Information