This feature is available only to Early Adopter test users. The CCD Agents must hold an Early Adopter License.
Available with Rainbow production solution v161 and OXE software version R12.4 MD5 or later.
Rainbow now supports two new CCD agent modes—Mixed Mode and Fixed Mode—to give users more flexibility in how they handle calls. These modes complement the existing Standard Mode and are available for organizations using OXE CCD with Rainbow.
Prerequisites
Before enabling these modes, ensure the following:
| Requirement | Details |
|---|---|
| Rainbow License | Enterprise license per user |
| OXE Software Version | R12.4 MD5 or later |
| WebRTC Gateway | Must be properly configured |
Mixed Mode
Mixed Mode allows agents to manage both private VoIP calls and CCD-distributed calls using the same Rainbow interface.
Key Features:
- Dual association: REX for private calls + CCD agent number
- VoIP (Computer mode) is the only supported mode
- Logged off: private calls only
- Logged on: private + CCD calls
- CCD features available (wrap-up, pause, ready/not ready, etc.)
- ❌ No deskphone support
Best for: Agents who need to handle both private and CCD calls via VoIP.
Fixed Mode
Fixed Mode is designed for agents with a dedicated deskphone setup.
Key Features:
- Linked to a CCD agent number and a fixed ProACD device
- Telephony is active only during CCD sessions
- Device association is fixed by configuration
- Only Office mode is supported
- ❌ Not compatible with Computer or Other Phone modes
Best for: Agents working from a fixed location with a dedicated phone set.
Feature Support Overview
| Feature | Supported in Rainbow CCD |
|---|---|
| Agent login/log-off | ✅ |
| Fixed or any device | ✅ |
| Self-assigning / ordinary agent | ✅ |
| Password | ✅ |
| Wrap-up (auto/manual) | ✅ |
| Withdraw from distribution | ✅ |
| Ready / Not Ready states | ✅ |
| Pause state display | ✅ |
| Pre-assignment state display | ✅ |
| Joined group display | ✅ |
| Pilot display in call | ✅ |
| Supervisor features | ❌ |
| Business code / skills | ❌ |
| Call Supervisor | ❌ |
Reminder: Standard Mode
The Standard Mode remains available and is ideal for agents who only need CCD functionality during their session.
Key Features:
- Linked only to a CCD agent number
- Telephony is available only during CCD sessions
- Session-based mode (Computer, Office or Other phone mode) selected at login (cannot be changed mid-session)
- No private call handling when logged off
- Rainbow selects a REX from a pool
Best for: Agents who only require CCD call handling.
Mode Comparison
| Mode | Private Calls | CCD Calls | Device Type | Telephony Mode |
|---|---|---|---|---|
| Standard | ❌ | ✅ | VoIP/Deskphone/Other Phone | Session-based |
| Mixed | ✅ | ✅ | VoIP only | Always VoIP |
| Fixed | ❌ | ✅ | Fixed deskphone | Office mode only |