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Community Member

IPCC Express ICD Agent Extensions

I'm fairly new to IPCC. Can you assign more than one ICD extension to a phone at a time? I have multiple users at the same station, and we want different extensions for each user for reporting purposes.


Re: IPCC Express ICD Agent Extensions


You can't assign more than one ICD extension to a phone at a time.

If multiple users are expected to use the same station, you can use the Extension Mobility(EM) feature which is available in IPCC Express(Only one user can use that station at a time).

EM provides the flexibility for agents to sit at any available agent station while maintaining their unique setting.

EM can be used with normal Cisco Agent Desktop(CAD) or with an IP Phone Agent.

You can know detailed explanation on EM from the below link : -

Also please have look at IP Phone Agent user guide in IPCC Express from the below document: -

hope this helps.



Community Member

Re: IPCC Express ICD Agent Extensions

I tried EM. This worked fine, except that Agent reporting did not work at all for agents that were logged in. Is there a trick to getting this to work with IPCC. The only way I was able to get this to work was to put a phone on each users desk with their ICD extension on it, associate this phone with the RM user. The Rm user wasn't able to find the ICD extension unless there was a physical device active with the extension on it. BTW this is CRA 3.0 (3a)

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