back in 2007 when we moved from a Cisco IPCC Express system over to a UCCE system, we were asked if our agents needed to have two extensions; one for ACD calls and a second for personal calls (non-ACD calls directly to them). At the time we were never informed on the advantages of doing that, so we never took that path.
Now, we're finding that some of our call centre agents are receiving transferred calls from other agents and we would like to know if having two extensions might help us track these transfers better.
For example, sales agent A takes an ACD call, gets about 90% through with the sale but the customer would like to think about it before completing the sale. The next day, this customer calls back ready to complete the sale but gets agent B, who in turn transfers this caller to agent A so that agent A can get the commision. Currently these calls are showing up in the External Out or Internal Out Tasks in the Cisco WebView Agent reports.
Is there any major advantage of having two extensions for agents to use?
In our case, the agent ACD extenisons which they'd use to log into CAD would be different than their personal extension. Then, if agent B gets a call and knows that it's a sale that agent A would like to complete to get the commision, then agent B would transfer that caller to agent A's personal extension instead of his/her ACD extension.
Does this make life more complicated, or is this the better way to go and what will this give us with respect to Cisco WebView Agent reports?
We're currently running UCCE 7.2(7) with CM 4.1(3) and CAD 7.2(1) SR2.
If anyone has any suggestions or insight into this, it would greatly help us out.