12-09-2014 09:13 AM - edited 03-17-2019 01:16 AM
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
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12-12-2014 06:56 AM
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
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12-12-2014 02:44 AM
Any thoughts on the above?
12-12-2014 03:23 AM
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
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12-12-2014 03:26 AM
That`s my thinking but that is UCCX 9 and above what about SW below that version hence my original post
12-12-2014 03:36 AM
which versions you are looking for ?
12-12-2014 03:39 AM
we are running uccx 8
12-12-2014 06:56 AM
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
12-12-2014 08:26 AM
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
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