Cisco IPCC agents with their second line as the ACD line are unable to "Call Forward All" to voice mail on that line

[TCC_2]

Core Issue

In situations where the Cisco IP Contact Center (IPCC) agents have the second line as their direct-inward-dial (DID)/automatic call distribution (ACD) line, they are unable to forward a call on that line when they are not taking calls.

Resolution

Cisco IPCC currently requires that the ACD line be the first line for the "Call    Forward All" to work. If the ACD is on the second   line, then the only way to forward calls to line 2 is to set it on the Cisco CallManager User page. 

Use the following procedure to set this.

1. Go to the Cisco CallManager User page using http://CM-Ipaddress/ccmuser.
2. Login with the userid/password.
3. Choose Forward all calls to a different number.
4. Choose the DID/ACD line and set it to forward to voice mail.