I have IPCC Enterprise solution where I have a setup for two agent per phone, using Cisco 7960. Actually I using 4 buttons, 2 for each agents where the first button is his personal extension and the second is for agent funcionality. Each Agent is login correctly in reference each shift time and receiving calls without issue thru CAD, but when the agents try to do a call back with the CAD it does not work. Does not know the CAD what extension assign the call?
I attach an image that how are the agents are distributed at the 7960 phone.
Please your suggest or comments