We have a customer whose business was originally set up with CAD and a dedicated Line on a 7960 for receiving ACD calls. As they have gone forward the business will be changing to IP Phone Agent for Login/Log out as this does not tie an agent to a PC with CAD installed.
As well it has been determined that making the Primary Line (which is a DID as well)the ACD line provides benefit in taking calls for their business as an ACD call sent to an agent busies out the DID and conversely when on a DID call IPCC sees the agent as not ready thus will not deliver a call. The desktop supervisor sees all activity on the line including a DID call as making the agent Not Ready which is a desired situation.
My question is, are there any other down side issues to be aware of if the primary line is also the ICD line.
Thanks
Gil
