Call Assignment and Hold 1

[altmank]

We have a Longest waiting ring mode setup for a huntgroup and users are reporting that it is possible to receive a second call while using the hold function on a customer call.

The phones have multiple appearance lines setup and I have the option 'Busy on Held' checked ON for them.

We have the phones setup to logout on a missed call so this causes problems if a call comes in while they are working with another customer but need to use hold for a variety of reasons and get a call which they miss (and get logged out) while on a call with another customer.

Other info:
IP Office 8.0 (44)
5420 Phones

 

[intrigrant]

The intention of multiple appearance keys is the possibility for receiving multiple calls.
This option is not done for call centre agents just because of the trouble you have now.
My advise is to assign two appearance buttons with the option "Reserve Last CA" enabled, then your problem is solved.
I am pretty sure that if you raise this as a case to Avaya they will respond as mentioned above.

I have had similar problems in the past and raised it to Avaya, this case among other similar cases resulted in the option "Reserve last CA" in the users trusted number area.

If it ain't dutch it ain't much