[cisco-voip] IPCCX Extension ?

[Ed Leatherman]

Hi Dane,

I'm assuming UCCX 4 or 5. For the agent line you should have busy trigger
set to 1, max calls 2. There is a list of specific things about agent lines
that need to be avoided, listed in the UCCX release notes for your
particular version. If you're doing some of these things on the agent
phones/lines, it will probably still work but TAC will likely ask you to
address them if you call with a problem.

We had some oddball things with UCCX 4 where we would intermittently
supervisor desktop would report a phantom call in queue. For our case at
least TAC had me go through and make sure we weren't doing any no-no's on
the line configurations (which we were).

I would suggest making an internal only agent line and a separate personal
line w/voicemail on the phone.

Unsupported Configurations for Agent Phones (from the 5.0 notes)
The following configurations are not supported for agent phones:
•Two lines on an agent's phone that have the same extension but exist in
different partitions.
•A Unified CCX extension assigned to multiple devices.
•Configuring the same Unified CCX extension in more than one device profile,
or configuring the same Unified CCX extension in any combination of device
profiles and devices. (Configuring an Unified CCX extension in a single
device profile is supported.)
•In the Unified CM Administration Directory Number Configuration web page
for each Unified CCX line, setting Maximum Number of Calls to a value other
than 2.
•In the Unified CM Administration Directory Number Configuration web page
for each Unified CCX line, setting Busy Trigger to a value other than 1.
•Configuring a Cisco Unified IP Phone with Secure Real-Time Protocol (SRTP)
for use in silent monitoring and recording.
•No Cisco Call Manager device can be forwarded to the Unified CCX extension
of an agent.
•The Unified CCX extension of an agent cannot be configured to forward to a
Cisco CRS route point.
•Use of characters other than the numerals 0–9 in the Unified CCX extension
of an agent.
•Configuring the Unified CM intercom feature.
•Configuring the hold reversion feature.

On Fri, May 9, 2008 at 12:29 PM, TechGuy <techguy at gmail.com> wrote:

> Ok so you can have the line set to max of 4 and busy of 2?  Which is
> default.  And what having voicemail on the IPCC line?  Is it smart enough to
> know not to send it to voicemail and back into the queue?
>
>
>
>
> On Fri, May 9, 2008 at 11:17 AM, Scott Voll <svoll.voip at gmail.com> wrote:
>
>> 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
>>
>


-- 
Ed Leatherman
Senior Voice Engineer
West Virginia University
Telecommunications and Network Operations
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