3 lines on Cisco Agent IP Phone

[Muhammad Irfan]

Hi Team,

One of our customer wants to convert their opertaor into agents. every operator has 7962 with three lines on each. So my question is that " IPCC agent phone can have three lines. I beleive when call comes on normal extension not IPCC extension agent will be in not Ready state only.

Kindly confirm or advise.

[anchoudh · Accepted solution]

Hi Muhammad Irfan,

Multiple Lines Support :

Cisco Unified CCX provides multiple line support using the 6900/7900/8900/9900 series phones as agent devices. The Join Across Line (JAL) and Direct Transfer Across Line (DTAL) operations are supported on the 7900/8900/9900 series phones. Up to 4 lines are monitored by Cisco Unified CCX, these include 1 ACD line and 3 non-ACD lines but only the ACD line can be controlled from the agent desktop. The agent state depends only on the ACD line on the agent's device.

Cisco Unified CCX allows more than four lines to be configured on the agent device but monitors only the first four lines provided these lines are not shared. The ACD line should be among the first four lines. The Agent can perform JAL and DTAL operations for the ACD call only by using the monitored lines

Calls on the non-ACD lines can be displayed on Cisco Agent Desktop. Supervisors can also monitor, record, intercept and barge-in on all calls or only ACD calls, depending on configuration.

Note:

•For agent devices with monitored non-ACD lines, make sure to include the non-ACD lines as the CTI controlled lines when performing sizing for Cisco Unified CM server(s).

•ACD calls should only be transferred to the ACD lines controlled by Cisco Unified CCX.

Please refer the below UCCX 8.x SRND guide for more information.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/design/uccx851srnd.pdf

Hope this helps.

Anand

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[Muhammad Irfan]

Hi Anand,

Thanks for reply but our CCM version is 7.X. It is same with CCX 7.X.

BR

[Muhammad Irfan]

It is same with CCX 7.x or not?

[anchoudh · Accepted solution]

Hi Muhammad Irfan,

Telephony Support :

CAD can be deployed with select Cisco Unified IP Phone models, as described Cisco Unified CCX Software and Hardware Compatibility Guide. However, there are different features available on different phones.

CAD also supports the agent using the Cisco IP Communicator soft phone application running on the same workstation with CAD.

An agent ACD (Cisco Unified CCX) extension is valid only with a single line. An agent ACD extension must not be configured to forward on no answer to a voice messaging system or to any other termination point. Doing so might affect re-routing on ring-no-answer of a Cisco Unified CCX routed call to another agent or back to queue. Agents who need to be contacted directly or who need voice messages should have their phones configured with a second extension (and multiple lines if necessary).

Cisco Unified CCX does not monitor or report on activity on the non-ACD extensions on a phone.

Agents are associated with a specific Cisco Unified Communications Manager extension (directory number).

Reference:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/design/guide/uccx70srnd.pdf

Hope this helps.

Anand

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