In the 10.5(1) release notes it states that Multiline support was added.
10.5(1) Release notes: http://goo.gl/w3mwY5
Finesse Multiline Support
Finesse supports the use of multiple lines on agent phones. You can configure one or more secondary lines on an agent phone. Although the agent's ACD line must be in button positions 1 - 4, the first four lines (ACD and non-ACD lines) on the phone are observed for setting the agent's state.
Direct Transfer Across Line (DTAL) and Join Across Line (JAL) are not supported.
Finesse 10.5 MultiLine Support Data Sheet Incorrect for UCCX
Related Documentation Links:
Cisco Finesse 10.5 Data Sheet
Table 1. Features and Benefits of Cisco Finesse 10.5
? Allows agents to use multiple lines on their phone
? Provides for reporting on secondary lines
? Allows you to configure agents to go into ?not ready? state when talking on secondary lines
? Monitors multiple lines for call-routing purposes
Cisco Finesse 10.5 Data Sheet does not properly disclose the supportability of Multi-Line support with Unified Contact Center Express. The Unified Contact Center Express Release notes for 10.5 further explain how the feature works.
This release of Cisco Finesse supports the configuration of multiple lines on agent phones when Unified CCE or Unified CCX is configured for multiline.
You can configure one or more lines on an agent phone. However, Finesse blocks any events that it receives from the CTI server about call activity on an agent's non-primary (non-ACD lines). That is, Finesse blocks events it receives about any lines other than the line that the agent signed in with. These events are not published to Finesse clients, which means that information about calls handled on the agent's non-ACD lines does not appear on the Finesse desktop.
For example, Agent A uses a non-ACD line to make a call to Agent B's primary extension (ACD line). The call does not appear on Agent A's desktop. Because Agent B receives the call on the primary extension, the call does appear on Agent B's desktop.
In a Unified CCE deployment, the call appears on Agent B's desktop in the format X.Y.n, where X is the agent's primary extension, Y is the extension of the non-ACD line, and n is the line number (for example, 1197.2297.2).
In a Unified CCX deployment, the call appears on Agent B's desktop in the format X.Y, where X is the agent's primary extension and Y is the extension of the non-ACD line (for example, 1197.2297).
For information about the total number of lines you can configure on an agent phone, refer to the Design Guide for your platform. For Unified CCE, see the Cisco Unified Contact Center Enterprise Design Guide (http:/?/?www.cisco.com/?c/?en/?us/?support/?customer-collaboration/?unified-contact-center-enterprise/?products-implementation-design-guides-list.html). For Unified CCX, see the Cisco Unified Contact Center Express Design Guide (http:/?/?www.cisco.com/?c/?en/?us/?support/?customer-collaboration/?unified-contact-center-express/?products-implementation-design-guides-list.html).
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...
If you have 2 ISR routers, one acting as Failover, do we need to have both the same number of SRST licenses on the 2 routers?
No. You will only need the SRST licenses on the primary router. Because this feature...