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UCCX fails to detect agent is busy on non-CCX line

UCCX fails to detect agent is busy on non-CCX line

(OP)
Call Manager 10.5.2.10000-5
CCX 10.6.1.10000-39
An agent has a personal line (key 1) and a CCX line (key 2).
If an agent is in Ready state, and makes or receives a call on their personal line, CCX doesn't respond to the phone being in use, and will send a CCX call to ring and then go Not Ready because the agent was busy on his personal line.
Does that CCX call being taken away due to no answer, count against the agent ?
And is there a way to get CCX to not send a call if a phone is busy on the non-CCX line ?
I know that CUIC sees the non-CCX call, because it is counted in the reports.

RE: UCCX fails to detect agent is busy on non-CCX line

My understanding is this.
UCCX can monitor, record and report activity on non-CCX lines but it cannot alter the state of the CCX controlled line in relation to the state of the non-CCX.
So the agent line cannot automatically go to not-ready when the non agent line is used.
The reports will show that an agent received a call and did not answer, therefore put in not-ready state.
with the proper report/report combination you would see that the agent was using the other line during that time.

Solution:
use the CCX controlled line for outbound calls which will show the agent as active/in use and will not present them with an incoming call.
Or the agent goes in NOT-ready state with the proper reason code for tracking, then use their personal line to make the outbound call.


RE: UCCX fails to detect agent is busy on non-CCX line

(OP)
Thanks Whykap
Just needed a second opinion

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