1) If UCCX agent ICD extension is also used for Microsoft OCS/Lync RCC mode or CUPC/Jabber (desk phone control only not CSF) would that be considered a shared line therefore unsupported?
2) Where does it say in the SRND that agent ICD extension can't be a hunt group/line group member?
3) I normally configure separate line for ICD (non DID) and personal extension (DID) for an agent, however, I have a customer who is requesting single ICD line for an agent which will also be a personal line. Same line is also used for Microsoft OCS RCC. What are the disadvantages of doing that?
4) I know it is unsupported but what are the implications if I set the busy trigger to 2 for ICD line and make the same ICD line hunt group/line group member?
5) Is there a easy way to configure a CAD warning pop up or alert when the last agent is about to log out of the CSQ saying that you are the last person to log out?
I will attempt to answer your questions below, the best that I can. I hope you find these responses helpful.
1) It's the compatibility guide and the release notes which dictate what you can and cannot use as Agent devices or how the line configurations are completed.
2) The release notes would be your best bet. As a rule of thumb, if you do not see something specifically named as supported or unsupported, you are using it at your own risk. If you want to know the answer, before you have problems with it, call up Cisco TAC and they will call up the BU and get the official Cisco answer for you.
3) A disadvantage is subjective. One person's pro could be another person's con. With that said, I don't personally have any disadvantages for this configuration, and generally encourage it. There is the rare exception where we go two separate lines, but the con for me, for that config, is that the Agent is easily confused with more than one ringing line on the phone.
4) I have seen multiple calls landing on the Agent's line from the queue with this configuration. It's not a garuntee, but it has happened before.
5) Sure, but it's clunky. You just have to train them to not "logout" any other way but the way you have defined, which would trigger a series of events, which checks the Agent ID against the database to see which CSQ's they belong to, and what the count is for each one's logged in agents, and then conditionally pop an alert based on your rules. It doesn't sound easy, nor would I bet you could get your Agents to all abide by the new logout procedure. Trust me, Agents, rather end users, generally don't read the rules, nor do they follow them.
That was certainy a lot of questions, and a different post than most we see here. For my own curiosity, have you ever deployed a UCCX before? How large in terms of Agent and Script counts?
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