Well, this issue is a real one in our setup.
Each agent profile has a 2 lines configuration.
1 line on both CCM 4.2 and IPCC 7.5 for ACD calls only (CCM latest release is coming soon)
1 DID on CCM only for inbound and outbound calls
Obviously, IPCC can't guess if DID is busy and a 2nd call can be route on the ACD line.
Who knows best practices? Need something to read about this setup.
How to configure both lines?
How to monitor both lines in real time?