Reporting Differences - Non-ACD on IPCC vs Non-ACD on Non-IPCC

Question

I am trying to decide which number customers should use when calling our Sales Manager. 
They will dial a single 800 number to get to our main line. Then, they have the option to press 1 to dial by extension.  All Sales Managers will have business cards with the 800 number and there extension.
Should the extension on the buisness card be there Non-IPCC extension or should it be there IPCC extension. Either way they show up as Non-ACD calls since they are not going through Queue based or Agent based routing.
Is there any differences in reporting or best practices that I am missing?

Answer 1

Hi Tervis,
Yes, if the calls are not coming through the CSQ or ICD route point than they will be treated as Non-ACD calls. 
Cisco Unified CCX will monitor and report on activity on the non-ACD extensions on a phone.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf
For an exmple consider the below report,
Agent Detail Report:
The Agent Detail Report contains detailed information about each ACD call that was handled by an agent and each call that was made by an agent. It also includes information about non-ACD calls. ACD calls are defined as handled when an agent picks up the call. ACD calls are calls dialed to an ICD route point number. A non-ACD call is any call that is not dialed to an ICD route point number, for example, an internal call between agents or an outbound call.
Multiple Lines Support
Cisco Unified CCX provides multiple line support using the 6900/7900/8900/9900 series phones as agent devices. The Join Across Line (JAL) and Direct Transfer Across Line (DTAL) operations are supported on the 7900/8900/9900 series phones. Up to 4 lines are monitored by Cisco Unified CCX, these include 1 ACD line and 3 non-ACD lines but only the ACD line can be controlled from the agent desktop. The agent state depends only on the ACD line on the agent's device.
Cisco Unified CCX allows more than four lines to be configured on the agent device but monitors only the first four lines provided these lines are not shared. The ACD line should be among the first four lines. The Agent can perform JAL and DTAL operations for the ACD call only by using the monitored lines Calls on the non-ACD lines can be displayed on Cisco Agent Desktop. Supervisors can also monitor, record, intercept and barge-in on all calls or only ACD calls, depending on configuration.
Note:
•For agent devices with monitored non-ACD lines, make sure to include the non-ACD lines as the CTI controlled lines when performing sizing for Cisco Unified CM server(s).
•ACD calls should only be transferred to the ACD lines controlled by Cisco Unified CCX.
Hope this helps.
Anand
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