05-06-2016 08:02 AM - edited 03-14-2019 04:04 PM
Hello all,
Hopefully this is possible, simple, and something I just don't know about or failed to connect the dots... All the agents in my company have two extensions, a personal extension and a queue extension. If they are on a call on their personal extension, is there a way to prevent calls from ringing to their queue extension even if their status is Ready?
Thanks!
Solved! Go to Solution.
05-06-2016 08:11 AM
No that is not possible. Personal Extension or as we better know as Non-ACD extension does not restrict the call to come on IPCC/ACD extension if someone is busy on their Personal Line. CAD/Finesse will not get impacted and stay in Ready only and UCCX will deliver calls to them no matter even if they are busy on their Non-ACD line
In nutshell, this is Working As Designed and cannot be change
Regards
Deepak
05-06-2016 08:11 AM
No that is not possible. Personal Extension or as we better know as Non-ACD extension does not restrict the call to come on IPCC/ACD extension if someone is busy on their Personal Line. CAD/Finesse will not get impacted and stay in Ready only and UCCX will deliver calls to them no matter even if they are busy on their Non-ACD line
In nutshell, this is Working As Designed and cannot be change
Regards
Deepak
05-06-2016 10:49 AM
Thanks, Deepak. That's what I suspected was the answer, but wanted to make sure.
05-06-2016 10:51 AM
No issues Joe, glad that it helped and thanks for marking the Correct Answer.
Regards
Deepak
05-11-2016 12:13 PM
HI Deepak,
I haven't tested it, however under the PG Explorer, choose your CUCM PG, and under Peripheral you can select the Non ACD Line Impact option.
Check the help on this setting:
Non ACD Line Impact: Available Agent Goes Not Ready
Thanks!
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide