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New Member

Can i have an secondary line DN as Agent Extension

HI,

My client cisco phone have six lines he want to use 6 th line DN as the Agent Extension. I hope there wont be any issue just i want to confirm any other problem i need to face due to this.

Thanks,

Hari

3 REPLIES
VIP Super Bronze

Re: Can i have an secondary line DN as Agent Extension

What product: CCX or CCE?

Assuming CCX: Yes this will work but I would not recommend it. When an agent goes off-hook to make a call, the phone uses the primary line unless a line is manually selected. If the ACD line is not the primary line on the phone, outbound calls will not put the agent in a Outbound/Not Ready state. CCX would continue to offer calls to the agent when they are already on the phone.

New Member

Re: Can i have an secondary line DN as Agent Extension

Hi,

My setup is CCX 7.0(1) SR5 integrated with CME 7.1,So it is better to have Agent extension as primary line and rest of the numbers as secondary,also kindly note that one of the line is configured as Overlaped number.

My requirement is to have both Agent DN and Overlapped DN in the same phone as Primary and Secondary or Viceversa is that possible?

Thanks,
Hari

Green

Re: Can i have an secondary line DN as Agent Extension

You can have two (or more) lines, but don't allow anything but the Call Router in Express to deliver a call to the call center (primary) extension. So nix the "Overlap" idea.

What is the purpose of the "overlap"?

Regards,

Geoff

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