Cisco Cisco Agent Desktop 8.5 Guia Da Instalação

Cisco CAD Installation Guide

38

March 31, 2014

Configuring Non-ACD Calls (Multiline) Settings

A call is defined as an ACD call if it meets one or more of the following criteria:

■

The call is assigned to an agent from a voice CSQ

■

At least one of the participants of the call is using an ACD line

■

The call is transferred from an ACD line

■

The call is conferenced with an ACD call to any other line

All other calls are considered non-ACD calls by the system and appear in Agent 
Desktop and CAD-BE if your system is configured to display them.

With multi-line settings enabled, an agent’s phone supports one ACD line and up to 
three non-ACD lines. You can configure the non-ACD calls settings so that agents and 
supervisors can perform all general operations with the non-ACD calls (for example, 
answering, transferring, and conferencing).

You can enable or disable the following functions on inbound non-ACD calls:

■

Agent and supervisor call display and call control actions

■

Supervisor call monitoring and recording

■

Supervisor call barge-in and intercept

Non-ACD call settings should be configured in all the three locations: Unified CCE 
Configuration Manager PG Explorer, on the CTI OS server, and Cisco Desktop 
Administrator.

Call Display

The non-ACD call display setting is configured in Unified CCE Configuration Manager 
Peripheral Gateway Explorer. The default setting is to display only ACD calls in Agent 
Desktop, Supervisor Desktop, and CAD-BE.

If you want to display non-ACD calls in these applications and allow agents and 
supervisors to perform call control actions on them, you need to change the value of 
the Agent Phone Line Control parameter in PG Explorer. For information about 
configuring this parameter, see “How to Configure the System PGs” in the 
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted at: