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Agent Call Forwarding in IPCC Express


I would like to know if it is possible to forward calls coming to an Agent phone to the Agent's mobile or cell device in IPCC Express.

Cisco Employee

Re: Agent Call Forwarding in IPCC Express

HI Charles,

Unsupported and supported action for Cisco ICD Agents are documented in

Cisco CRA Release notes.


Unsupported Actions for Cisco IP ICD Agents

Use of the following softkeys on a Cisco IP Phone is not supported:

. Barge

. cBarge

. DirTrfr

. GPickup

. Join

. MeetMe

. Pickup

Unsupported Configurations for Agent Phones

The following configurations are not supported for agent phones:

. Two lines on an agent's phone that have the same extension but exist in

different partitions.

. An ICD extension assigned to multiple devices.

. Configuring the same ICD extension in more than one device profile.

(Configuring an ICD extension in a device profile is supported.)

. In the Cisco CallManager Administration Directory Number Configuration web

page for each ICD line, setting Maximum Number of Calls to a value other

than 2.

. In the Cisco CallManager Administration Directory Number Configuration web

page for each ICD line, setting Busy Trigger to a value other than 1.

. Configuring a Cisco IP Phone with SRTP on.

. No Cisco Call Manager device can be forwarded to the ICD extension of an


. The ICD extension of an agent cannot be configured to forward to a Cisco

CRA route point.

So as far as I see it you could only set an IPIVR script to perform the call transfer via a place call step to whatever external system, problem is the calls will go outside of the IPCC Express monitoring and might cause issues on the reporting side.

This step can be used

to initiate a call. However, there are

no Conference or Consult transfer steps exposed. This means that once

you initiate a Place Call, your only

option to connect that party to someone is to Redirect that contact.

Also, there are no tone detect capabilities

in the Place Call Step.