The guide explains the recommended configuration for shared lines in the system if the Cisco network-based recording is utilized. The goal of this configuration is to accurately store who answered the shared line.
Step 13 - Apply the changes.
Call assignment logic:
- If User ID is available, the system looks for an extension where Type = User/Agent ID
- If the User could not be determined by the User ID, then the call is assigned according to the recorded party, based on the source \ destination extension where the extension type is not User/Agent ID