I have a question on the best way to do the following, if possible:
I have Cisco Contact Center Express 5 (Standard) with a total of 5 agents.
They have three support/sales lines: Standard-Support, Platinum-Support, and Sales.
This is a small environment, so all agents answer for all lines. Today we were using shared lines, but want to use CCX5 for call queuing and reporting.
Do I setup three pilot numbers that are associated to an agent (using a single extension on the phone)? Do I setup three pilot numbers that are associated to an agent (using 3 different extensions on the phone)? And so forth.
What would be the best way to accomplish this on CCX5?