Call Presentation/Ringing State

[bhatche]

I have a phone with many lines (SCR appearances) on it that I am considering changing to an agent phone, but I am wondering if one of the other lines that appears on that phone is in a ringing state, will it prevent Symposium from routing a skillset call to that agent even when key 0 is in idle state?

bhatche

 

[DancingDave]

My understanding is that yes, if an agent is on a DN call, Symposium will not see that agent as available for a skillset call.

You are able to block calls to an agent's secondary DN (or DNs) if they are on a skillset call (SDNB = Yes). I suppose it depends on what the person with the phone is supposed to be doing ie. taking DN or skillset calls.

DD

 

[bhatche]

Thx Dave! I actually did a test and while the DN was still in ring state the sk call still presented. I knew about if the DN was busy but wasn't sure if DN was just ringing (not yet answered) if it would be determined as busy or not. But it looks like no, at least from my test.

bhatche

 

[sandyml]

If you look in the back of the Historical Reporting and Data Dictionary, there is a charge for pegging of agent state.
It shows that if the agent has a call ringing in their DN key (nothing active on the ACD key), their time is pegged as "waiting time."
Handy chart.