Can anyone tell me if I can use/modify this script to also search secondary lines. Our agents ICD lines are their second lines as opposed to their first lines. We want the callers to come in to the Call center and be able to dial by Ext(ICD) and or Name.
The aa.aef file is in the system script repository. You can download it, open it in the script editor, and make any changes you desire to it. If you do, make sure to name it something different as aa.aef may get overwritten during an upgrade.
As for using the ICD line: sure. There are probably a couple ways to go at it depending on what version/edition of CRS you have.
It isn't really that your ICD line is "second", it's that your ICD line is not the Primary Extension.
1. Once the user is identified in the script, use a select resource step first to attempt to do agent-based routing. In the failed branch you could then use the existing logic to redirect to the user's primary directory number.
2. Use an XML or DB look up to associate a user to additional directory number(s) to call. Have the script dial these sequentially. This involves manual upkeep though.
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