[cisco-voip] IPCCX Extension ?

[Scott Voll]

The agents primary extension is also there Agent extension here.

IPCCx knows if they are on a call and will not route more calls to them
until they are off the phone. so you do NOT need to set the extension
anything different then normal eg. busy trigger 1.

if they need to be at different phones then I would suggest that you set
them up with a EM profile and just make them log in to different phones then
into the agent.  Because you are correct that shared lines are not
supported.

Scott

On Fri, May 9, 2008 at 9:00 AM, TechGuy <techguy at gmail.com> wrote:

> I am guessing that usually agents have just one extension, because the
> typical agent is just that a agent and all they do is answer the phone.
>
> However, agent extensions as I understand are typically limited and not
> setup like regular extensions.  For example, can't be a shared line.  The
> line is suppose to be set to max calls of 2 with 1 as the busy trigger, and
> probably not suppose to be set to forward no answer to voicemail either.
>
> Some of these I know, some of these things I assume.
>
> We leverage IPCCX on a small scale for a IT helpdesk, and typically the
> agents have two extensions.  One is their primary and one is for IPCC
> calls.  This was done because of some of those limitations I mention
> previously.
>
> Can anyone confirm for me if my assumptions are correct or not regarding
> agent extension, and if it is fairly common to do the two extension thing
> like I have setup here or not.
>
> Just making sure I am not living in a box with regard to how I have been
> setting things up,
>
> thanks,
> dane
>
>
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