Desktop: Finesse does not display call information for secondary line

From DocWiki

Jump to: navigation, search

Desktop: Finesse does not display call information for secondary line 

Problem Summary While signed in to the Finesse desktop, an agent uses the secondary line on the phone to make or receive a call. No information for the call appears on the Finesse desktop.
Error Message N/A
Possible Cause

When an agent uses a secondary line to make or receive a call, the Finesse server does not publish any events associated with the call to the Finesse client. Therefore, no information about the call appears on the Finesse desktop.

For example, Agent A uses the secondary line to call Agent B's primary extension. The call does not show up on Agent A's desktop. However, because Agent B is talking on the primary extension, the call does appear on Agent B's desktop.

In a Unified CCE deployment, on Agent B's desktop, Agent A's extension appears in the format X..Y.n.

In a Unified CCX deployment, on Agent B's desktop, Agent A's extension appears in the format X..Y.

Recommended Action None. This is expected behavior.
Release Release 10.5(1), Release 10.6(1), Release 11.0(1)
Associated CDETS # None


Rating: 0.0/5 (0 votes cast)

Personal tools