Our agent phones have two lines. The first line is the contact centre agent number and the second line is the agent's personal DDI.
I am trying to work out the best approach to deal with calls coming in on the DDI line as I would like these to be part of the contact centre too and be able to report on call activity here. My initial thoughts are that a call will come into the DDI and if the agent is not available then it will be transfered to the CSQ for that agent.
Would it be better for the DDI line to have a "call foward all" set to the CSQ trigger and then use some enterprise parameter to see the original called number, do a lookup and send this call to the agent whose DDI it is? I'm just wondering how this is achieved programatically? Or would a better approach be for all of the agent DDI numbers to be triggers for the UCCX application? This leads to the question how many triggers can an application have?