ACR Call Center and Workplace 1

[BrianCosta]

Hi.

I have IPO 11.1.2.3 with the ACR call center.
all agents have J159 IP Phones.
I programmed each agent with 2 appearances and reserved the last one to accept one call, if the agent has a call or puts a call on hold not accept 2nd call.
for Some Agents, we Used Avaya IX Desktop Workplace (Power User), If the Power User Agent engaged with specific calls and put the call On hold feature or was busy with a call, the system transferred a new call.

How can we resolve this to act as the same hard phone?

Thanks

 

[sizbut]

Route all agent calls through a group.

Stuck in a never ending cycle of file copying.

 

[BrianCosta]

@sizbut:

it's already all calls route through to the group

Here is a detail again.

a customer with users split between users, some users are using IX Workplace (Desktop) to answer calls.
It's an ACR call center but with a high volume of calls.
One issue we have is that IX Workplace users receive multiple calls, like having multiple line keys.
They just want to be busy if they are on a call with no call waiting.
Call waiting is off for the users and the HG is set to Rotary.
Their corresponding desk phone in the office is logged off.
All users are on the Windows client.
They only have two appearance buttons set and "reserve last CA" enabled
This case does not occur when using handphone J159.

 

[IPid10t]

On the hunt group is Queuing enabled? With this on calls should only be presented to your users that are actually available to take the call. I would try this and see if it gives you the result you are looking for.

 

[BrianCosta]

@IPid10t:

Yes, it's enabled.

 

[Westi]

in the user setting

Telephony - Call Settings - Busy On Held

that should be checked and then it should be working even for the softphone (I hope)

Joe
FHandw, ACSS, ACIS

https://www.millsidetc.com/

 

[BrianCosta]

@Westi:

This will need to remove the call appearance of the user, already the IXWorkplace is the same user number.

 

[BrianCosta]

Any New Suggesion on this ?

 

[Westi]

Hello BrianCosta
just say no to clear the busy on held option and try it.
This warning is always coming up if you have more than 1 appearance button but still should work that the user is considered in use when they put someone on hold.

Joe
FHandw, ACSS, ACIS

https://www.millsidetc.com/