ACD Agent receiving calls while on different line 1

[nussbaum]

Hello,

We are using ACD2000 on a Mitel 3300. Our ACD Agents have a button on their phones for a second extension. If they are logged in with their agent id, but are on the phone on the second extension, they still receive ACD calls on their primary line. Is there a way for ACD to see that the phone is in use and not route calls to them, even though their primary extension is free?

Thanks in advance...

 

[MrMitel]

Not sure if this would would work in an ACD enviroment but there is a COS option 'Force Device Busy If Any Line In Use'

If the agent answers a non-ACD call they can still go make busy by pressing the 'make busy' key on their handset whilst on the call, the make busy timer will start from the moment they press the key not from when they terminate the non-ACD call

 

[nussbaum]

Excellent! That COS option worked exactly like what we wanted. For some reason the help file didn't show that option.

Many thanks!

 

[LoopyLou]

If you are collecting any info via a CCM it would be better to use the make busy key. Think the "force busy" is not reflected in CCM stats.

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[MrMitel]

Just to add on from LoopyLou, if not reflected in the CCM reports you could set a specific make busy reason code for agents to use when answering non-ACD calls