i have ccx 8.5 with cucm 8.5.
I am just about to deploy a contact center for our retail call center.
ccx works fine but one issue.
we have about 10 different brands and have 8xx numbers for the brand. if there are no logged on agents during business hours or after hours, when customers call, calls will go to brand specific voice mail.
all of our agents have 7915 side cars and i configured shared line on the expansion module for the different brands so that if there are voice mail, agents can push the button to access the voice mail.
it seems Cisco doesn't support shared line on the agent's phone.. however it seems i can configure 9 shared line buttons but as soon as i configure 10th one, CCX won't let agents log on to the system. up to 9 works fine...
question is this: since Cisco does not support shared line on the CCX agent, i would like to come up with a different solution. Button's on the phone does not have to be a shared line. I just want agents to see there is a voicemail on the button configured for the brand.. if there is they can press messages button than * to access the brand specific voicemail. There are currently 10 brands but we are planning to add more brands next year so shared line option is definiately not my option...
anybody out there encountered this issue before?
thank you for your help.
If you are going the email route, and have Unity Connection why not use the store and forward, to foward the email to an email alias that includes all of your agents?