We have two Help Desks. Both are in operation during normal business hours, and only one is active in the off hours. Both Help Desks have different phone numbers that people call to reach one or the other.
When Help Desk 1 closes, all calls it receives get forwarded to Help Desk 2 via UCCX Script forwarding calls to a Hunt Pilot.
Help Desk 1 is for normal calls, Help Desk 2 is for Priority/Emergency calls.
Help Desk 2 Phones have two lines, one for Help Desk 1 calls during off hours and one for Help Desk 2 calls.
Our customer wants the following:
During off hours, when Help Desk 2 personnel are on a Help Desk 2 call, the Help Desk 1 call goes into a queue instead of ringing the phone's Help Desk 1 line until the Help Desk 2 line is hung up, at which time the Help Desk 1 line will resume normal function. Essentially Call Manager would see the Help Desk 1 line as busy because the other line is in use.
When Help Desk 2 personnel are on a Help Desk 1 call, the Help Desk 2 call WILL ring the Help Desk 2 line so they can put the Help Desk 1 person On Hold while they deal with the priority call.
The customer refuses to use a Help Desk Agent system for this. They also do not want to have multiple phones sitting on the agents' desks.
Is this possible, and if so, any ideas on how to accomplish this?
Or at the very least, if either line is in use, the other line is seen as busy?
We have Cisco Call Manager v14, and Cisco 8851 phones.
Already tried setting the Maximum Number of Calls and Busy Trigger to 1 for both lines, and both lines still ring when called.
