Avaya does not support bridged appearances on One-X Agent or Agent for Desktop (AAfD). However, it's been a solution we've had for many of our agents before they needed to work remotely. Since working remotely, we've encountered numerous issues with the use of those bridged appearances on agent softphones.
The reason for bridged appearances: many agents have non-DID extensions to prevent outside callers from calling an agent directly, but the agent will occasionally need to transfer or make a call to an external entity and use a bridged appearance of a DID extension to do so.
Is there another way to meet the same goal without use of a bridged appearance? We are using Avaya Aura platform (SMGR8/SM8, CM7, mostly H323 endpoints, SIP trunks to carrier).
Thank you!
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Shane Comer
Network Engineer
Washington State Department of Health
Tumwater
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