I am trying to see where you would configure Finesse to go in the Not Ready state when the Agent makes or receives a call on their Non-ACD line. I see a lot of mentions about it in the design guide and of course there is CSCur16315, in particular:
Allows you to configure agents to go into ?not ready? state when talking on secondary lines
In ucce you have to set this in PG explorer peripheral tab,
Set Agent phone line control as " All Lines"
Non ACD line impact as "Available Agent Goes Not Ready"
Available Agent Goes Not Ready means that the agent state changes to Non Ready with a special reason code while the agent is talking on, or is on hold on, a non-ACD line. This state change occurs when the agent initiates or answers a call on a non-ACD line
Wayne if you are trying to achieve this within UCCX that has co-resident Finesse opposed to UCCE wherein you separately install Finesse then that is not possible. The defect that you have mentioned is for this thing only that Multiline does not work with UCCX Finesse. What this means is no matter what all is happening on the Non-ACD line, Finesse will never be notified of the same and agent will remain in Ready state only.
With UCCE wherein Finesse is deployed separately this can be done but not with UCCX wherein Finesse is co-resident.
Deepak bumping an old thread this has changed now right
Agent Not Ready State when Non-ACD Line is Busy
This feature enables the agent's state to change from Ready to Not Ready when the monitored Non-ACD lines are used for incoming or outgoing calls. This feature can be enabled from the System Parameters.
The agent is moved to Ready after the call on the Non-ACD line is ended.
This is not applicable if the Non ACD lines are shared lines.
Greetings, Wanted to share a few lessons learned while migrating from a distributed to centralized IMP deployment. Our current setup included many CUCM/IMP distributed clusters with centralized Expressway server for MRA login. We did not wish to perf...
Parsec's Cisco UCCE/PCCE CC Connector application for CRM works as a bridge between the CRM and Cisco UCCE/PCCE CC solution.The CRM can be any cloud based CRM like Salesforce (SFDC), ServiceNow ,MS Dynamics or a 3rd party CRM.The CRM user/Agent will have ...
It’s a feature which allows CUCM to determine whether the phone is in its home location or a roaming station.By enabling this feature users can roam from one site to another site and acquire the site-specific settings such as Codecs, MRGL, Call rout...
Cisco just Announced their new Collaboration Toolbox resources portal. You can check it out here https://collabtoolbox.cisco.com/ It has a bunch of tools a partner can find helpful. But if your interested in learning which...