ACD Split Multiple Call Handling

[Sk3rn]

Hi,

I was hoping to get some assistance with this. The goal is to be able to take ACD calls while you are already on a call. I have a group of agents that make outbound calls through the day and i want them to be able to receive inbound ACD calls on the second line (the phones are 6408D+ type).

So far i tried to configure an ACD splitp with multiple call handling (on-request) but whenever i dial in through the split and all agents are busy it just stays on queue instead of ringing to the agents.

Id like some assistance on finding the best way to achieve this.

Thanks.

 

[SF0751]

How many call appearences do you have for your agents? You should have three.

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893

 

[Sk3rn]

i actually figured it out, i apparently was using the wrong setting for multiple call handling, i changed it to one-forced and it started sending the inbound calls on the other line even though they were already on a call.

 

[nick66]

I have a similar problem. However, I want agents to recieve more then two calls. I have it setup "on-request" but the agent never gets the second call, it goes into queue. Is there something I am missing?

 

[big70]

I believe if you want the second call with on-request you have to pusch the auto-in button again and the you get the next call


Greets Peter