Hi Guys!
Can I get assistance in fixing this issue I'm facing..?
I have CC agents in IPOSE using AAAD and CCMA.
I have 2 line appearance buttons for each agent and have reserved last CA as well.
This is because while on call, agents receive internal call which are just external calls being transferred from a different department.
Because they 'miss' those calls (because they are already on call on the first line appearance)AAAD takes them to Not Ready state.
Has anyone else faced this?
I'd welcome all help
Can I get assistance in fixing this issue I'm facing..?
I have CC agents in IPOSE using AAAD and CCMA.
I have 2 line appearance buttons for each agent and have reserved last CA as well.
This is because while on call, agents receive internal call which are just external calls being transferred from a different department.
Because they 'miss' those calls (because they are already on call on the first line appearance)AAAD takes them to Not Ready state.
Has anyone else faced this?
I'd welcome all help