We are looking into enabling the All Lines control under the PG Explorer. Each of our agents have an ACD and Non-ACD line on their phones. We are wanting to get the the Non-ACD data added to the HDS data for reporting purposes. I have all the agent ACD lines set to Max calls 2 and Busy Trigger of 1.
Are there any potential issues or gotchas that we need to be aware of before enabling this feature?
Cisco Unified CM Administration
System version: 220.127.116.1100-7
What exactly do you mean by this? "We are wanting to get the the Non-ACD data added to the HDS data for reporting purposes."
Check out the document link below if you have access. Shared Line and Call Park NOT allowed on either ACD or non-ACD line. Also, third party applications talking to CTI server have the potential for issues and you must check with vendor.
I am refering to new Non-ACD fields that are added to the Schema when this feature is enabled. Currently our contact center managers do not have viability into the agents Non-ACD calls and are working with our Call Manager admin to gain access to the CDR records for this data. I think it would be easier and logical to enable the multi line control and store these call records along with the ACD records in the HDS.
We are using CTIOS and have OnQ for the Cisco dialer management and Calabrio for call recording. No other 3rd party tools are in use.
New fields were added to two Schema tables to track Agent Multiline Control:
•The Agent_Interval (Agent_Historical) table has four new fields for calls on the non-ACD line extensions: NonAcdCallsInCount, NonAcdCallsInTime, NonAcdCallsOutCount, NonAcdCallsOutTime. (For more details, refer to the Database Schema Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.)
•The Termination_Call_Detail table has a new Peripheral Call Type for non-ACD calls. The call type is DBCD_NON_ACD, and the associated value is 38. This call type monitors calls to or from an unmonitored device or another non-ACD line.
I've not had any problems with it, but I've not had a customer with multiline and Calabrio, however from my light Calabrio work I don't see how it wouldn't still record on all lines.
I checked the forums to see what kind of issues people had with enabling this feature and also with our vendor to see if they had any known issues.
The only thing I found was with the busy trigger and max calls. We already use the recommended settings there so that should be okay.
Our contact centers are hyper sensitive so I just want to cover all my bases before turing it up.
Had a customer who had a scattering of agents with non-ACD lines that had Call Park and/or Shared Lines. If I recall, those agents could not login after multiline was enabled. Also, the 2/1 setting is technically supposed to be on ALL lines on a phone registering to a multiline peripheral, not just ACD, according to the docs. Not sure if that one is actually blocked at login or if that is jsut the Cisco supported setting on those phones.
I'll have to go back an update the non-ACD if that is the case. None of our agents use call park or shared lines.
Cool. These guys had a little mix of everything and the differences in settings were as granular as seat location. Making changes was quite the undertaking. Sounds like you have a bit more control there which makes life much easier. Good luck with your change.