I'm having issues in a call center where we have recently deployed 4621sw IP phones. While the agents are on a call on their first appearance (internal or external) a second call incoming to their station directly will either merge automatically with the first call or drop the first call all together and automatically connect.
I would like the second appearance to bounce to coverage if they are actively on the first appearance, but that doesn't seem to be happening.
Any ideas?
I would like the second appearance to bounce to coverage if they are actively on the first appearance, but that doesn't seem to be happening.
Any ideas?