We deployed UCCX 9 to our helpdesk yesterday and so far everything is working great. The one question that has come up is agents receiving calls on their personal extensions as opposed to their ACD extension.
Right now, they have line one as their ACD line and line 2 as their personal extension that they have been using forever. If the agent receives a call on their personal line, their "Ready" state in UCCX is unchanged. This presents a problem as they can still receive another call while assisting a customer on their back line.
Is it not possible to have their back line status place them in a not ready state in the agent desktop so they do not receive another call while on their personal line?
I have the same scenario, and I find it logical behaviour as the IPCC is still ready to receive calls.
and if he wanted to answer the ACD call, he can simply put the running call "from his personal extension" on hold, and answer the incoming ACD call.
if you want to change that, you can use the same personal extension as the IPCC extension. and in this case the agent status will be "Not Ready reason code: Off-Hook" if he received or made Non-ACD call.
I actually called TAC on this one. They confirmed to me that this feature was possible in UCCX 8.5 but no longer a possibility in UCCX 9. The solution is to have the agent manually click the not ready button and have a reason code indicating that they are on a call on their personal line.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...