From what I read and researched Agents can be assigned 2 lines
1. primary line
2. IPCC line (Contact Centre)
On the primary line they can make and receive calls but it is NOT linked to the contact centre.
The IPCC line is the line that the UCCX interact with. This line, once actively on a call will have the agent in a "not ready" state.
On the other hand, if they are handling a call on the primary line, the uccx wouldn’t know and will still send calls to the IPCC line.
From what I read I'm not seeing any way to send queue calls to non IPCC line, but I am still not 100% sure if there is a way. Can someone confirm if this is even possible?
i have a customer that asked for this, and i dont see it as possible, but im looking for some sort of documentation to backup the theory.