[cisco-voip] IPCCX Extension ?

[Joe Cisco]

We generally will give users 2 extensions, 1 for IPCCX and 1 for personal.
Personal having voicemail. Keep in mind that ALL calls made from IPCC
extension are tracked / logged in the IPCCX system. If user is on a personal
call and they use their personal extension - 1) it doesn't tie up IPCCX
extension, and 2) their personal call time is not logged as "business" time.


Then it is up to the dept. manager to police users camping on personal calls
and not being "ready" or not answering IPCCX calls.

Joe C.

On Fri, May 9, 2008 at 11:00 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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