Can't create multi-line key

[DGarfield]

Hi All,
I'm trying to set it up so that when our receptionist has an incoming call, she can go back and dial another number without answering or cutting off the incoming call.
To tackle this, I've tried using the multi-line function mapped to a programmable key.
Whenever I attempt to add this to a programmable key, I just get the following message:

"Set or change \bcxm\Users::1236\Progr.Keys::4
Key No. : can't create multi-line key"

I can get this working on a test phone but not her phone.
She is not part of a hunt group (which I read is a pre-requisite for multi-line). The only difference between her phone and my test phone is she is signed in as an agent.
Any help would be greatly appreciated.
Thanks,
DG

[tgn]

ccd agent?

regards...


--- back to basics... focus your eyes to the essential things... ---

[DGarfield]

Hi tgn, thank-you for replying to my post.

Yes you are correct (see attached image).

Thanks,
DG

[tgn]

after usage of forum search function...

Setup an AOM o ACD set OXE

viewtopic.php?f=322&t=26546&p=97739&hil ... ine#p97739

regards...


--- back to basics... focus your eyes to the essential things... ---

[DGarfield]

Hi tgn,
Thank-you for taking the time to find that reference, I did an in initial search but wouldn't have thought to use the above acronyms.
Are you perhaps able to expand upon the second step? I understand how to do this in omnivista, but I'm not clear on why it's necessary to set. The user would press the multi-line key to get a dial tone, so what would the ACD line key actually do?
Thanks,
DG

[tgn]

an acd-line is necessary on a agent set to have multiline feature.
acd/ccd calls will arive on the acd line.
private calls will arive on other multilines.

regards...


--- back to basics... focus your eyes to the essential things... ---

[DGarfield]

Hi tgn,
Thanks for explaining.
I can't test this until late Monday, so I'll post back with results.
Thanks again,
DG

[DGarfield]

Hi All,
I've finally had a chance to test this.
All is now working as expected.
I logged the CC agent user out of the phone, set up the ACD line and a multiline key, then logged the user back in.
Thanks tgn for all your help, and apologies for the delay in getting back to you.
Thanks,
DG

[tgn]

Thanks for feedback.

regards...