Forwarding CCX agent ID's

[schwabcm]

We have a call center that is asking to forward their CCX agent's to off premise numbers and have the ability to take call center calls.

We tested it and the call gets handed to the external number(ie cell), and then drops.  Is there something we can do to tweak this to allow the agent call to be handed off successfully to the cell number?

We are currently CCX 10.6 using Finesse.  I tested this out using Finesse and also just using IPPA.

We have Expressway deployed, but only two a few trial users.  Would Expressway be the only way to solve this issue?

thanks!

Carolyn

[Chintan Gajjar]

You can not forward the Agent Extension to PSTN number, because UCCX has no control over it.

its unsupported.

please look out for UCCX 10.6 Extend and Connect feature:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/config/guide/UCCX_BK_CEC562D1_00_cisco-unified-ccx-administration-guide106/UCCX_BK_CEC562D1_00_cisco-unified-ccx-administration-guide_chapter_010111.html

May be it can offer what you are looking for.