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CUCCX question on shared line feature

mdaswani
Level 1
Level 1

We have CUCCX 9x Standard and trying to migrate some help desk users to it using IPPA to login.

But they are used to having a shared line - primarily the ability to see caller data on all phones and then selectively choosing who answers or placing a call on hold and having another agent resume the call.

I can't find any way to do this as CUCCX routing chooses the agent. Is there any way this is possible in a supported configuration?

Manish

2 Replies 2

Hi.

Shared lines are not supported on UCCX environment, but there is a workaround using Extension mobility.

Here is a post

https://supportforums.cisco.com/thread/2082494

HTH

Regards

Carlo

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Chris Deren
Hall of Fame
Hall of Fame

Shared lines are supported, but not on ACD line as that defeats the purpose of call center. They are not supported with multi line feature though.

Chris

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