ACD One busy all busy

[KurpeusLondon]

Hi guys,

My ACD agents have a second line configured on their phones. If they receive a call on their non prime line and an incoming call arrives on one ACD path, they get logged out once they hang up the second call (one they hang up the internal call, they get the ACD call and then get logged out once the hang it up). I was also told one af them got logged out while being engaged in an internal call although I could not reproduce that problem. I think at the time this occured, he was the only one logged in in that path.

I'm suprised of that because I thought the system would know if an agent is busy on a non prime line then it should not attempt to give him the call.

Thanks,
I'm running 4.1 SP1 on a 3300 CX II.

 

[LoopyLou]

Nope if you are on a secondary line then the prime is still free. Therefore an ACD call can still be sent to the prime line. If you have the system set to log out agents who don't take a call then they will be logged out.

The single biggest problem with communications is the illusion that it has taken place.

 

[Supernova99]

The best solution for taking secondary calls DDI or internal on a non prime line is to train users to hit the make busy key when they answer a call on that line.
That way they will not get logged out and the call will go to another member of the ACD group and they will not get logged out.

Share what you know - Learn what you don't

 

[KurpeusLondon]

Yeah I thought about that but I can't say this is very convenient.

Thanks for your replies anyway.

 

[kwbMitel]

COS Option. (release 4.2)

Force Device Busy If Any Line In Use
-- prevents phones from receiving calls when they are already engaged in a call. The incoming calls are immediately forwarded o an alternate destination such as voice mail. If an alternate destination is not available, the system returns busy tone.

Surprisingly, I cannot find any details on the option above in the help files. I had to refer to my course document for Release 4.2. I cannot say whether this will work in an ACD environment.

I have verified that the option exists on a 4.2 system however.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[Mitelmatt]

Hi

Can i ask why you are using a second line on agents and what it's for? May be able to provide a better total solution?

usually you wanted want agents to have a seocnd line as sort of defeats the object

 

[KurpeusLondon]

@kwbMitel, thanks always spot on at least that gives me some hopes and I was thinking about upgrading to the latest version anyway (I saw there are others cool features I want to try).

@Mitelmatt The idea behind the second line refers to another post. All my acd agents use that second line in a ring group so internally when we want to join the first line support we ring that group. It also prevent receiving "out of service" if dialing anagent ID and this one is not logged in; The out of service being quite disturbing for lambda users.