Agents receiving calls while already on a call

[rowdygardner]

We have configured our Agent phones with two lines, the 1st being their primary extension (non-IPCC) and the 2nd being their IPCC extension, which receives calls via UCCX queues. We did this so that we could get accurate more stats on reports.

When the agent is on an inbound or outbound call on their primary line (non-IPCC), they are still showing as Ready in UCCX. This is a problem as they are receiving queue calls to their handset via the 2nd line (IPCC), even though they are already busy on a call on the 1st line.

Is there a way for UCCX to automatically make them "Not Ready" while they are on a call on the 1st line? This would prevent them from receiving queue calls while already on a call.

Any feedback on this would be much appreciated.

[Chris Deren]

Unfortunately there is no way for CCX to change status of the agent based on non-ACD line status.  This is reason it's important to decide on ACD line placement as there are pros/cons to each solution as you are now experiencing.  In most cases I put ACD line first, so this way outbound calls can be tracked in CCX reporting and this line would be used for default outbound routing, properly changing the ACD state.

[Chris Deren]

I need to correct myself, it appears version 11.6 introduced this as a feature via system parameter "Change Agent State to Not Ready when Agent Busy on Non ACD Line".

[rowdygardner]

Thanks Chris for the information on this system parameter. I've looked at the 11.6 release notes and cannot find any mention of it.

Can you provide us with a link to the documentation of this new system parameter?

[Chris Deren · Accepted solution]

It's on this Cisco Live presentation for CCX update, page 67:

http://d2zmdbbm9feqrf.cloudfront.net/2017/usa/pdf/BRKCCT-1011.pdf