Single Agent Logging-in to Multiple Extentions of Same IP Phone

[jins]

Hi

Can I have an agent logging on to different extentions of a Single IP phone / Different IP phone? I use IPCC with ICM 4.6.2 , CM 3.2.2c and CTIOS sever/client for the Agents to login. The agents are members of multple skill groups.

Thank

Jins Varghese

[sbilgi]

Theoretically, if this is a non Extension Mobility phone which is configured so in CM/Phones, then you can associate multiple users with the same device and enable cti application use for each one of them. Eventhough this is possible, it is not recommended since still the physical device will be the same that all of the agent extensions are associated with. Mostly,problem will occur when there is a time for either the agent to log in or RM observer to monitor the agent state.

[jins]

Hi

Thanks for the reply. But the scenario is single agent logging on to different extensions. The requirement is, I have an Agent who needs to get a second call (throught ICM script) while busy talking to another customer on his Cisco 7960 IP phone with 2 lines on it. . Is this possible ??

Thanks

Jins