Problems with 2 calls coming in at same time

[Ryan Camron]

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?                  

[Anthony Holloway]

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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[Graham Roberts]

Make sure in the cucm that your phone is set with a busy trigger of 1