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Cisco Bug: CSCur16315 - Finesse 10.5 MultiLine Support Data Sheet Incorrect for UCCX

Last Modified

Feb 15, 2017

Products (1)

  • Cisco Finesse

Known Affected Releases

10.5(1) 10.5(1)SU1

Description (partial)

Finesse 10.5 MultiLine Support Data Sheet Incorrect for UCCX

Symptom:
Related Documentation Links:

Cisco Finesse
Cisco Finesse 10.5 Data Sheet
http://www.cisco.com/c/en/us/products/collateral/customer-collaboration/finesse/datasheet-c78-731690.html

Table 1. Features and Benefits of Cisco Finesse 10.5
Feature Benefit
Multiline support
	
• Allows agents to use multiple lines on their phone
• Provides for reporting on secondary lines
• Allows you to configure agents to go into ?not ready? state when talking on secondary lines
• Monitors multiple lines for call-routing purposes

Conditions:
Cisco Finesse 10.5 Data Sheet does not properly disclose the supportability of Multi-Line support with Unified Contact Center Express. The Unified Contact Center Express Release notes for 10.5 further explain how the feature works.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1051/release/notes/CFIN_BK_R34A18D2_00_release-notes-for-cisco-finesse-1051/CFIN_BK_R34A18D2_00_release-notes-for-cisco-finesse_chapter_00.html#CFIN_RF_M2A9A585_00

Multiline Support

This release of Cisco Finesse supports the configuration of multiple lines on agent phones when Unified CCE or Unified CCX is configured for multiline.

You can configure one or more lines on an agent phone. However, Finesse blocks any events that it receives from the CTI server about call activity on an agent's non-primary (non-ACD lines). That is, Finesse blocks events it receives about any lines other than the line that the agent signed in with. These events are not published to Finesse clients, which means that information about calls handled on the agent's non-ACD lines does not appear on the Finesse desktop.

For example, Agent A uses a non-ACD line to make a call to Agent B's primary extension (ACD line). The call does not appear on Agent A's desktop. Because Agent B receives the call on the primary extension, the call does appear on Agent B's desktop.

In a Unified CCE deployment, the call appears on Agent B's desktop in the format X.Y.n, where X is the agent's primary extension, Y is the extension of the non-ACD line, and n is the line number (for example, 1197.2297.2).

In a Unified CCX deployment, the call appears on Agent B's desktop in the format X.Y, where X is the agent's primary extension and Y is the extension of the non-ACD line (for example, 1197.2297).

For information about the total number of lines you can configure on an agent phone, refer to the Design Guide for your platform. For Unified CCE, see the Cisco Unified Contact Center Enterprise Design Guide (http:/?/?www.cisco.com/?c/?en/?us/?support/?customer-collaboration/?unified-contact-center-enterprise/?products-implementation-design-guides-list.html). For Unified CCX, see the Cisco Unified Contact Center Express Design Guide (http:/?/?www.cisco.com/?c/?en/?us/?support/?customer-collaboration/?unified-contact-center-express/?products-implementation-design-guides-list.html).
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