Cisco Support Community
Showing results for 
Search instead for 
Did you mean: 

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

New Member

Non-ICD calls with Private Lines

I have a contact center of 35 agents and each agent has an ICD line 1XXX and a private line 2XXX. All customer calls come through the IPCC server queue or directly to the 1XXX. We are currently running IPCC Express Premium 4.0(3)_Build080 and found the CRS Historical reports report on both ICD and Non-ICD calls which is a good indication of how many calls the agents are getting whether they come through the queue or directly to them. However, each agent has a private line (2XXX) that they hand out to family members or friends and these extensions are setup on their phones as separate lines but are setup on their VM boxes as alternate extenions. Now when a phone call comes into the private line (2XXX) the desktop agent stills sees it and the CRS reports show these calls as non-icd even though it came in on a "private line". How do I get the private lines to be separate from the regular/ICD lines and continue to use the same VM box?


Re: Non-ICD calls with Private Lines