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IPCC Agent Phones: 1 line or 2 lines?

For Cisco IPCC Agent phones, would it be best to configure 1 or 2 lines? Right now, we have 2 lines configured. One is used for an agents' DID line and the second line is for their ICM agent extension. Would it be a good strategy to set up the agents with only 1 line, in which both ACD and DID calls would be directed to? That way, all agent activity could be monitored and reported on. Any feedback would be appreciated. Thanks. -jb

2 REPLIES
Hall of Fame Super Silver

Re: IPCC Agent Phones: 1 line or 2 lines?

It's really up to you and your business requirements how to do this. If you need to track their personal activity usually you just look at CDR reporting. It's not a good idea to include those in your call center matrix calculations.

Chris

New Member

Re: IPCC Agent Phones: 1 line or 2 lines?

It will mess up the Call Center reports and may not give you the right numbers.

Always set second line for Personel, that is a good practice.

One advantge you have in 5.0 and above of CIM is that you either make Line 1 or line 2 as the ACD line

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