Multiple appearances of one DN on two agent phones. 2

[CTarv]

Just for background...we have a CS 1000 with Contact Center 6.0.

We have an agent that originally had just a deskphone with ACD on key 0 and her DN on key 8. She then began working from home sporadically, and asked for a softphone as well. Explained to her that multiple appearances of the same DN on an agent phone will play havoc with certain phone features (specifically message waiting), and she decided she would rather live with that than change her extension for the second phone.

Now it's a few months later and she has the need to forward her DN to another extension occasionally while in the office. Apparently this is another feature that the above scenario causes issues with. Does anyone have any ideas on how to get this to work without the obvious outing of her second phone?

 

[GHTROUT]

You can have her line on many phones. Just add an XMWK Key on each TN for Message Waiting.

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[CTarv]

Sorry, I should have stated the Message Waiting is no longer an issue, but the call forwarding is.

 

[guycable2]

use the free seating feature of CCM 6.0. build her extension as a phantom and input that in her ccma profile. it will forward to whichever phone she logs into and when she is logged out calls can be sent where ever the phantom is dcfw to.

I forget what it is officially called but there is a blurb about it in the CS1000 and M1 Switch Guide.pdf in the customer documentation folder on the manuals CD.

 

[DFKSydney]

I think you mean "Personal DN". It is part of the agent profile, and works somewhat like hot desking. The personal DN is built as a phantom.

 

[guycable2]

That is exactly what I was talking about. Saved us many hours of MAC work when we switched several of our CCM departments to it.

Gets a bit confusing sometimes though.

 

[CTarv]

I'll give that a try. I've seen that in the agent profile countless times, but for some reason I just assumed it was just there for listing purposes.

 

[guycable2]

If I remember right the document we used to setup the phantoms was missing the statement to put ftr cfw 4 on the phantom TN.

If anyone remembers the official name for this feature let me know. I would like to add it to our docmentation.