Problem
The IPCC agents using Cisco IP Phones 7941 and 7945. You have Primary line
as one number and agent line a different number. Calls to agent line are ACD calls and to
primary line are non-ACD calls.
The supervisor wants the agents who receive an ACD call to transfer that
call to their primary line, and then attempt to make their status Ready to receive another
customer call.
Picking up the call you have transferred to the primary line and continue the service to the first call,
but at the same time needs to be ready to receive another customer call if it comes.
Solution
Here your IP Phones are using the two lines, ACD line and non-ACD lines.
You would like the agents to receive one call to their ACD line and after to transfer
that to their primary line and then attempt to make their status to ready to receive
another ACD call.
This configuration is not supported, because this degrades the
service to put a caller on hold, transfer, answer and then attempt to
make themselves ready for another incoming call.
The process of receiving the call and then transfer it to itself can be performed,
however, these agents would not be able to be set to the ready state as Cisco Agent Desktop remains in a not ready state,
even though the call was transferred to the other line.
If you transfer the call to the other line on the phone, and then, from another phone if you called the agent's directory number
for the 1st line that received the call in the 1st place retrieves the generic
prompt "currently having technical issues" .
For example: The call came to the UCCX and it got transferred to DN 2010 (ACD line),
then this call was transferred to the 2020(Primary line). Cisco Agent Desktop remains in a not ready
state after the call is transferred and handled by the Primary line. If you attempt to call the DN 2010,
you would receive the prompt "I am sorry, currently we are experiencing technical difficulties"
Related Information
Agent State NotReady after direct transfer
