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Finesse Multi-line

vincent.stng
Beginner
Beginner

I am using UCCX 10.5 and Finesse 10.5, if an agent telephone have 2 extensions, one for inbound call distribution, one for agent own used(agent talk to agent or talk to PSTN). If I want to make that when the own used extension is using (i.e. talking to somebody), the extension for call distribution is forced change to NOT-READY state.


Can I do this?


Andy

5 Replies 5

dlender
Frequent Contributor
Frequent Contributor

Yes the agent state should change when the agent is using one of the non-acd lines.

From the UCCX 10.5 Design Guide here

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/design/guide/UCCX_BK_C2EB4F58_00_unified-cccx-design-guide-10-5.pdf

Finesse supports the use of multiple lines on agent phones. You can configure one or more secondary lines on an agent phone.

The first four lines (one ACD line and the next three secondary lines) are monitored for setting the agent's state.

Thanks, Dlender

That's useful. But I would like to know the configuration. I find all design, administration and user guid of UCCX and Finesse. But I cannot find it.

Is there any configuration guide related as far as you are concerned?

Andy

bfriedopfer
Enthusiast
Enthusiast

Hello,

I'm having the same issue with UCCE (not UCCX). Finesse is 10.5, while the rest is 10.0.x.

Any configuration details to get this to work, would be great.

Brian

Hi,

Did you get solution for this? i am facing the same issue.

Regards,

Mukesg

May be this can help , you, Live status of IP Phone

State of IP phone

reply from cnuche<https://communities.cisco.com/people/cnuche> in Technology > Collaboration > Unified Communications - View the full discussion<https://communities.cisco.com/message/173008#173008>

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