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?
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
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
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!
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