Agent Phone - Multiple vs Single line configuration

[rowdygardner]

I would like to find out from others how they are configuring their Agents desk phones to operate with UCCX.

Are there any benefits of configuring the desk phone with multiple lines (1st line as primary extension, 2nd line as IPCC extension) vs a single line with the same extension as both the primary and IPCC?

Your feedback on this would be much appreciated.

[jbushong2 · Accepted solution]

We use both setups.

If the agent expects to receive direct calls, they need 2 lines.

In the case of our Help Desk, all calls must come through the queue, so the agent has only the IPCC line and is using Jabber.

Another scenario is if the agent calls are going to be recorded using a third-party app and, for whatever reason, "personal" calls can not be recorded, you would need 2 lines.

So it really is based on your need.

Hope this helps.

JB