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Forwarding ICD Extension

Level 1
Level 1

Occasionally I work from home and would like to be able to log in as an Agent and take Help Desk calls while there. Is this possible? Is there a way to just forward my ICD extension to my home or cell number? Thanks!

2 Replies 2

Level 4
Level 4


As per the Release Notes,

Unsupported Configurations for Agent Phones

The following configurations are not supported for agent phones:

• Two lines on an agent’s phone that have the same extension but exist in

different partitions.

• An ICD extension assigned to multiple devices.

• Configuring the same ICD extension in more than one device profile.

(Configuring an ICD extension in a device profile is supported.)

• In the Cisco CallManager Administration Directory Number Configuration

web page for each ICD line, setting Maximum Number of Calls to a value

other than 2.

• In the Cisco CallManager Administration Directory Number Configuration

web page for each ICD line, setting Busy Trigger to a value other than 1.

• Configuring a Cisco IP Phone with SRTP on.

• No Cisco Call Manager device can be forwarded to the ICD extension of an


• The ICD extension of an agent cannot be configured to forward to a

Cisco CRA route point.

For more information refer the following URL



Level 4
Level 4


Yes, you can take calls from home, for that you need to part of the CSQ which routes calls to available agents. If you want to use Agent Desktop through a Virtual Private Network(VPN), here is the info from Cisco Agent Desktop User Guide.

Agent Desktop is able to connect to Cisco Desktop Product Suite servers through a virtual private network (VPN). This enables an agent to work remotely and still have the benefit of Agent Desktop’s full functionality.

Cisco VPN 3000 Concentrator and Cisco Soft VPN Client are required for access. Other VPNs may work, but this configuration is the only one that has

been verified.

NOTE: Agent Desktop with Media Termination is not supported behind a VPN if a proxy server is configured. In that case, there is one-way audio

and Agent Desktop does not work.

Answer for Q#2, Refer the below release-notes which describes the Supported and Unsupported configuration for Agent Desktop and ICD Extension.

Hope it helps.