ICD phone problem

[NAVIN PARWAL]

Folks,

We have recently installed IPCC express in our company. Our agents want a personal line in addition to the agent line. So we had 2 seprate lines. The problem we are having is that when the agent is on the personal line the agent state goes from online to not ready. Is there a way we can change that behaviour???

Thanks

[gilherreras]

This is normal for the system to pull back the call when it RNA's on the ACD line and then places that agent in a Not Ready state.

This feature can be turned off, refer to the following link.

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_qanda_item09186a0080227b1b.shtml