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Maximum number of simultaneous call for an agent in Finesse 9.1

yogeshkumarlog
Level 1
Level 1

‎03-13-2014 07:31 AM

Hi All,

In finesse when Agent is on call, he can put the existing call on hold and can make another call. What is the limit of it? The number of maximum simultaneous call an agent have in finesse?

If there is a document which mention the upper limit then please point me to that.

Thanks

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dlender
Level 6
Level 6

‎03-13-2014 08:10 AM

This is a function of UCCE not Finesse. According to the UCCE SRND, there is a maximum of 2 call appearances.

See http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_10_0_1/Design/design_guide/UCCE_BK_UEA1023D_00_unified-cce-design-guide.pdf

Section on Agent Phones.

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