PCCE 11.x Multi-Line Not Working
This is a step to take if you have made sure your configuration is correct but the changes are not taking effect. After going live our customer detailed that they required Multi Line Agents, Multi Line means that their agents had an ACD line and a Non-ACD Line and that when they picked up their Non-ACD line their ACD line need to go into "Not Ready". After following the Instructions set by Cisco in Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 11.0(1) Select Single Line or All Lines to indicate whether all agents supported on the agent peripheral can have one or more than one line configured. Important: If you select All Lines, you must access Cisco Unified Communications Manager to set Busy Trigger to 1 and Max Number of Calls to 2 for each phone. Use the Unified Communications Manager Bulk Administration tool to change these settings for all agent devices. If you change the Agent Phone Line Control setting, you mus...