IPCC Ent: Prevent Agent from receiving ACD call while active on other DN?
IPCC Enterprise 6.0
CTIOS Desktop (default config)
Agents are configured with a primary (DID) DN and a secondary DN for ACD calls. They have found that if they forget to enter 'Not Ready' when making or taking a call on the first DN, they still receive ACD calls on the second DN.
Is there a good way to configure the phones/DNs so that CallManager reports that the phone is in use to ICM? What I am look for is to make sure that no ACD call reaches an agent who is active on his/her other DN, even if the agent is in a 'Ready' state.
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
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Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...
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