UCCX Extensions

[DataSource7]

Hello,

Running CM 11.5.1 and UCCX 11.5.1.  On CM should not the user have 1 extension listed as their primary extension and a different extension listed as IPCC extension?  I just inherited an environment where both extensions are listed as the same in CUCM.

Thanks in advance!

[b.winter]

A UCCX user can have 2 different lines - 1 for "normal" use and 1 as UCCX line - but it's not a must.
It's easier to have 2 different lines, because of all possible interferences of the call forward settings, busy trigger settings and such things. That's why most people use 2 different lines. But as said, it's not a must.

[Roger Kallberg]

As @b.winter stated the most common way to set this up is to have different extensions for the  two, but there is no must in this. The most common reason for why there are two extensions is that you’d want to keep the agent extensions isolated from normal calling so that no one can make a call to the agent extension. That should be reserved to other agents and the contact centre system. Apart from this there are also specific configuration that you need to abide by on the agent extensions that might not go well with “normal” extensions.

[alisha_rascon01]

Cisco Unified Contact Center Express provides a secure, available, and sophisticated contact center software solution for up to 400 agents and interactive voice response (IVR) ports that are easy to deploy and manage. This omnichannel solution is ideal for formal and informal small to medium-sized contact centers.

[b.winter]

Nice copy-paste, but what has it to do with the question of the original post?!