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Agent always "ready" when call comes to primary line

Hello guys,

at a customer, we set up +E.164 Dialing in the CUCM. With Cisco Contact Center Express, we wasn´t able to log in to the Cisco Agent.

For this, we created normal Numbers for the Service Lines.

Line 1 now is +E.164

Line 2 normal Number (9910)

Now when i´m logged in to my Cisco Agent Software, and i have a call on my normal e.164 line the call state is allways ready.

BUT when i pickup a call from another phone to my e.164 Number, the Agent state is not ready.

Is there any explanation for this? Is it possible to fix this?

or do you have a soloution for the E.164 Logion the Cisco Agent Desktop?

Best Regards

Daniel

1 REPLY
VIP Super Bronze

Agent always "ready" when call comes to primary line

This is a product defect unrelated to +E.164. The expected behavior (although it's not what you ultimately want) is that calls on the non-ACD line never impact the agent status.

CSCty80057    UCCX: Call Transferred to Personal Line Causes Agent to Go to Not Ready

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