Forward agent calls to external phone

[nuetel111]

Hi,

We have a HIPCC system setup on the IPCC 7.0. The issue I'm having is that as a temporary solution we want to be able to transfer calls to an agent to my cell phone as we still don't have the enough agents to cover the help desk 24/7. What we have tried is to callforward all calls from an agent phone to my cell but the agent gets put into the not ready state once 2 to 3 calls have been forwarded. Can somebody please help.

Thanks

Jijesh

[wong34539]

In version 3.0.X Call forwarding is not supported on agent phones. It is supported in 3.1. The release notes explain:

ICD agent line forwarding?When call forwarding for an ICD extension is turned on, non-ICD calls will be forwarded. ICD calls will be pulled back to the queue (not forwarded) and the agent will go to Not Ready state.

Try:

http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_tech_note09186a00800b6a82.shtml