An ACD Position is a Phone DN that is logging into an ACD Queue.

An Extension is a Phone DN that does not log into an ACD Queue.

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If the agent-substitute option is set to true in the TServer, then generally, th
e only dn that needs to be in the agent's Place in CME is their Extension.

The ACD Position still has to be defined in CME in the DNs folder of the switch
as well as the Agent Logins folder of the switch -> the acd position = agent log
in and therefore has to be configured as both an ACD Position in the "DNs" folde
r of the switch in the CME as well as a Login ID in the "Agent Logins" folder of
the switch in the CME. The agent's extension is simply configured in the DNs fo
lder of the switch in CME as an Extension.

Of course, the agent has to be assigned the Login ID in the "Persons" folder in
CME as well.

If the agent-substitute option is set to false in the TServer, then both the age
nt's Extension and their Position have to be assigned to the Place. The position
still has to be configured in the DNs folder and Agent Logins folder as outline
d above. And the agent is assigned the Login ID in the Persons folder.
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internal-call-cct option