Missed calls because agent is on another line

[westhurmond1]

Each of our agents has 2 lines on their 7942 phone. They have x1234 which is their primary line and x111234 and that is their line for inbound queue calls. If an agent is in a Ready state on their x111234  and they receive a call on x1234 and take it they are apt to miss an incoming queue call and then they are put into a Not Ready state because of the missed call. You with me so far? 

Is it possible configure the phone/lines/system to see that the agent is on a call on their primary line and skip over them on the next inbound queue call?

Our Vendor suggests that the only solution is to switch to Not Ready in Finesse when you take a call on the primary line. 

Do I really need two different extensions? 

Thanks in advance! 

[Deepak Rawat]

Is it possible configure the phone/lines/system to see that the agent is on a call on their primary line and skip over them on the next inbound queue call?

Unfortunately what your vendor is saying is absolutely correct, there is no way possible that UCCX can ignore presenting the call to an agent if they are talking on their primary line and their agent/IPCC line is in Ready state.The same is mentioned under Multiline Support section of the below Design Guide:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/design/guide/UCCX_BK_U3AF2742_00_unified-ccx-design-guide-11/UCCX_BK_U3AF2742_00_unified-ccx-design-guide-11_chapter_0101.html#UCCX_TP_C25088AB_00

As far as having two extensions are concerned, this is really more of a business decision since lot of companies do not want their agents extension to be exposed.

Regards

Deepak