10-25-2012 09:05 AM - edited 03-14-2019 10:44 AM
We are currently experiencing an issue that I am unsure how to resolve with Contact Center Express, so here it is:
If I am on a call on my personal line, my agent line will present a call to me. How do we make the contact center realize that I am already on a phone call so that it does not present the qued call to my agent line?
10-25-2012 09:57 AM
It sounds like you have two different lines on your phone: 1) personal 2) Agent.
Unfortunately, there is no setting in UCCX*, which allows the Agents state to change based on the line state of non ACD lines. UCCX will monitor up to three other non-ACD lines, but for reporting only.
The only way to solve this problem right now is either:
1) Collapse the two lines into a single line
2) Train Agents to go Not Ready when making or receiving calls on non-ACD lines
*I actually don't know what's changed in UCCX 9, since it's so new, and I haven't yet had a chance to review it.
Anthony Holloway
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10-30-2012 05:25 PM
Make sure in the cucm that your phone is set with a busy trigger of 1
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