Multi line support UCCX

[iptuser55]

Normal an agent only has  DN on line 1 which is their ACD line however there may be a need to have the following

Scenario A

Line 1 ACD

Line 2 Non ACD

Scenario B

Line 1 Non ACD

Line 2 ACD

How does UCCX react 

If the agent is on an active Line 2 call with Scenario A , does UCCX still offer the call

If the agent was on a Line 1 call with Scenario B  does UCCX still  offer the call

I saw that UCCX 9 or maybe higher now has multi line support in that UCCX knows the status of the device rather then the line so I guess in the above scenarios UCCX would offer the calls regardless if the agent is busy else why  due it the new feature ? 

thanks

[iptuser55]

Any thoughts on the above?

[Anas Abueideh]

Hi,

I think the UCCX will not offer the call because UCCX monitor the non-ACD extension.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/design/UCCX_BK_UD5B347F_00_uccx-solution-reference-network-design/UCCX_BK_UD5B347F_00_uccx-solution-reference-network-design_chapter_010.html#UCCX_RF_M2329323_00

HTH

Anas

don't forget to rate the helpful posts

[iptuser55]

That`s my thinking but that is UCCX 9 and above what about SW below that version hence my original post 

[Anas Abueideh]

which versions you are looking for ?

[iptuser55]

we are running uccx 8 

[Anas Abueideh · Accepted solution]

Hi,

it is the same thing like UCCX 9.

kindly find the below guide

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/design/guide/uccx80srnd.pdf

HTH

don't forget to rate the helpful posts

[iptuser55]

Thanks I saw the section for 8.0

Cisco Unified CCX provides multiple line support using the 6900/7900/8900/9900 series phones as agent devices. The Join Across Line (JAL) and Direct Transfer Across Line (DTAL) operations are supported on the 7900/8900/9900 series phones. Up to 4 lines are monitored by Cisco Unified CCX, these include 1 ACD line and 3 non-ACD lines but only the ACD line can be controlled from the agent desktop. The agent state depends only on the ACD line on the agent's device.

Do we need to configure anything - by assigning the device to the RM application will UCCX automatically monitor the other  lines ?

Where does the JAL, DTAL come into play 

Does the ACD always have to be line 1 ?

thanks