UCCX 10.0 with Finesse (multiline support)

[lyne.huet]

Hi,

I just read in the Design Guide

Cisco Finesse does not support the configuration of multiple lines on the agent phones. Use phones that are
configured with a single line (single number) for Finesse agents and supervisors.

Does it mean that an Agent cannot have more than one extension on his phone (example: 1 ACD line and 1 personnal line)

Thank you

[djlundberg]

Hello-

Correct.

In the 10.5(1) release notes it states that Multiline support was added.

10.5(1) Release notes: http://goo.gl/w3mwY5

Finesse Multiline Support

Finesse supports the use of multiple lines on agent phones. You can configure one or more secondary lines on an agent phone. Although the agent's ACD line must be in button positions 1 - 4, the first four lines (ACD and non-ACD lines) on the phone are observed for setting the agent's state.

Direct Transfer Across Line (DTAL) and Join Across Line (JAL) are not supported.

DJ

[Arundeep Nagaraj]

Hi Lyne,

There are some discrepancies in the documentation for the multi-line support in Finesse.

The following defect should explain more on the same

CSCur16315

https://tools.cisco.com/bugsearch/bug/CSCur16315/?reffering_site=dumpcr

HTH!

Regards,

Arundeep

[djlundberg]

Hi Arundeep-

Thanks for posting this defect, but unfortunately it doesn't appear to be public.  Could you provide more detail around what the defect says?

Thanks,
DJ

[Arundeep Nagaraj]

Hi DJ,

Here is the info

Finesse 10.5 MultiLine Support Data Sheet Incorrect for UCCX

<B>Symptom:</B>
Related Documentation Links:

Cisco Finesse
Cisco Finesse 10.5 Data Sheet
http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/finesse/datasheet-c78-731690.html

Table 1. Features and Benefits of Cisco Finesse 10.5
Feature Benefit
Multiline support
	
? Allows agents to use multiple lines on their phone
? Provides for reporting on secondary lines
? Allows you to configure agents to go into ?not ready? state when talking on secondary lines
? Monitors multiple lines for call-routing purposes

<B>Conditions:</B>
Cisco Finesse 10.5 Data Sheet does not properly disclose the supportability of Multi-Line support with Unified Contact Center Express. The Unified Contact Center Express Release notes for 10.5 further explain how the feature works.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1051/release/notes/CFIN_BK_R34A18D2_00_release-notes-for-cisco-finesse-1051/CFIN_BK_R34A18D2_00_release-notes-for-cisco-finesse_chapter_00.html#CFIN_RF_M2A...

Multiline Support

This release of Cisco Finesse supports the configuration of multiple lines on agent phones when Unified CCE or Unified CCX is configured for multiline.

You can configure one or more lines on an agent phone. However, Finesse blocks any events that it receives from the CTI server about call activity on an agent's non-primary (non-ACD lines). That is, Finesse blocks events it receives about any lines other than the line that the agent signed in with. These events are not published to Finesse clients, which means that information about calls handled on the agent's non-ACD lines does not appear on the Finesse desktop.

For example, Agent A uses a non-ACD line to make a call to Agent B's primary extension (ACD line). The call does not appear on Agent A's desktop. Because Agent B receives the call on the primary extension, the call does appear on Agent B's desktop.

In a Unified CCE deployment, the call appears on Agent B's desktop in the format X.Y.n, where X is the agent's primary extension, Y is the extension of the non-ACD line, and n is the line number (for example, 1197.2297.2).

In a Unified CCX deployment, the call appears on Agent B's desktop in the format X.Y, where X is the agent's primary extension and Y is the extension of the non-ACD line (for example, 1197.2297).

For information about the total number of lines you can configure on an agent phone, refer to the Design Guide for your platform. For Unified CCE, see the Cisco Unified Contact Center Enterprise Design Guide (http:/?/?www.cisco.com/?c/?en/?us/?support/?customer-collaboration/?unified-contact-center-enterprise/?products-implementation-design-guides-list.html). For Unified CCX, see the Cisco Unified Contact Center Express Design Guide (http:/?/?www.cisco.com/?c/?en/?us/?support/?customer-collaboration/?unified-contact-center-express/?products-implementation-design-guides-list.html).

<B>Workaround:</B>
None

[djlundberg]

Thank you, Arundeep.

DJ