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An Agent can only have one IPCC Extension. An IPCC Extension can only exist on one device or device profile. More than one agent can be assigned to the same IPCC Extension. Create one team, two skills, two CSQs and assign them to the respective age...
Can you run dial number analyzer on that phone against 111? Take a look at the call flow. That phone should not have access to translate-after-4 partition. Check to make sure there is no other translations or directory numbers that forwards or tran...
Yes. That's about it. Change your DN/Xlate partition to helpdesk_TOD and add the helpdesk_TOD to the Gateway CSS. AS long as the gateway css (outside callers) and the internal callers css are different this should work for you.
Internal users should have unique calling search space from incoming gateway. Something similar to this:
Gateway
gateway_xlate_css
gateway_xlate_pt
internal_pt
Users
site_css
tod_pt
site_pt
internal_pt
outbound_pt...
