We have one support desk number, with UCCX and it has one CSQ, in this CSQ there are agents with multible locations, for Example US and ITALY, US and ITALY users are registered with same CUCM which integrated with UCCX. if US user who registered with CUCM called to Service desk number that call shuld route to US service desk agent, can this possible with UCCX ?
yes, everything is possible, the question is, how you want to make it possible.
Is there anything we can identify the users at various locations? For instance, the extension number range?
well, theoretically, we can use the CUCM AXL API to look up the Device Pool or the Location of the user by taking a look at the calling number. Some programming is required.
How often do you change extensions? Or rather, what is the number of the users? I am thinking of setting up a separate database table with the extension number - location mapping.