CAD Timer starts on non-acd call

[shraavan07]

Hello,

I am running UCCX 8.5.1.11003-32 (ES03-143). We have multi-line setttings. Users have 1 ACD line and 1 personal line. When an Agent A makes or receives calls using Personal Line to Agent B on their ACD line, Agent A's CAD Timer starts but remain in "Ready" State because they are using their Personal line to make a call. Is this normal behaviour? This happens on outgoing and incoming calls. Please advise.

Thank You,

Hardik

[Jonathan Schulenberg · Accepted solution]

Yes, this is the expected behavior. Sadly, multi-line does not influance their ACD state. It only enables CTI control from within CAD for calls on the non-ACD DNs (up to four) on the phone.

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[shraavan07]

Thank You Jonathan for clearing this up.

Hardik