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Community Member

Non-ACD calls displaying in CAD

Hello,

I am having an issue where calls that are going to a non-ACD extension are showing up in CAD.  Here's the scenario:

A call comes into the application and is queued for a certain length of time.  After a certain amount of time, the call is then dequeued, and redirected to a hunt list in CUCM.  The huntlist contains the DNs of certain agents' secondary DNs, which are not tied to the call center.  When the redirected call comes in to the hunt, it shows up in CAD.  If the hunt is dialed directly (not redirected from the UCCX application), it does not display in CAD.

I would like to prevent calls coming from the application from displaying in CAD, but I'm not sure what is causing them to do so.  CDA is configured to not display non-ACD calls.

This is UCCX version 8.5.

Thanks in advance for any help and/or suggestions!

Regards,

Eric

1 REPLY
Community Member

Re: Non-ACD calls displaying in CAD

Unfortunately, what you're seeing is the expected behavior in CAD on UCCX 8.5. Additionally, line group members are not supported on the same phone as ACD DNs per the UCCX 8.5 release notes.

Sent from Cisco Technical Support iPad App

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