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New Member

Block direct calls to UCCX Agents

Hi All,

I was wondering if there was a way to block direct calls to UCCX agent extensions and only recieve phones from UCCX?

I was unable to find an documentation and nor am I sure if it can be done?

Any help would be appreciated.

I am currently running UCCX 8.02

Thanks,

Dion

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4 REPLIES
Cisco Employee

Block direct calls to UCCX Agents

Hi Dion,

You can restrict the calls through the CSS and partition configuration in CUCM.

Regards,

Gnaneswaran.

New Member

Block direct calls to UCCX Agents

Makes sense.

But what if the requirement is to only block direct phone calls to agents when they are logged into the queue and when they are not logged in they are able to receive phone calls?

Super Bronze

Block direct calls to UCCX Agents

Hi

You can't do that with a single DN. From a call routing perspective CUCM doesn't really care or know if you are logged in to UCCX or not. If you use EM you could do something like:

If your agents had two EM profiles, each EM profile could have a different DN (i.e. each agent could have two numbers). Only one of those numbers would be assigned as the IPCC Extension for the user, so they can only log in to UCCX with that DN. That DN would also be restricted so others cannot dial it.

The user's other EM profile would have another DN that would be diallable directly, but would not have UCCX login capability.

The user would select their 'IPCC' or 'non-IPCC' profile when logging in.

Regards

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
New Member

Block direct calls to UCCX Agents

Hi Aaron,

Thanks for your sugguestion. I'll give this go. I'll need train the agents if we decide to go down this path.

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