Acd agent has call on hold, how to pick up another acd call

[poopus]

I have a very basic acd queue set up. When an agent receives a call, they sometimes need to place the call on hold while waiting for additional help or information. Any way the agent can pick up a second call acd while having an acd call on hold? Each agent has a personal DN assigned.

Thanks for any help or suggestions

 

[bigindian65]

transfer ACD call to own personal DN, allow put that call on hold to answer another ACD call.

Mato' Was'aka

 

[MossEng]

For Bigindian65's suggestion to work you will need to set ACAA to YES on the ACD Queue, This allows an agent to take ACD calls when they have a Secondary DN call on hold.

 

[poopus]

I have considered that as a fix. Any other way.

Thanks,
poopus

 

[bigindian65]

no, you can not have more than 1 ACDN key, more than one ACD call at a time.

Mato' Was'aka

 

[poopus]

Thanks everyone for your help. I will set up so they can forward to the personal DN.