Call Queueing and Hold 1

[Grapestew]

Can anybody shed light on this.

When you are logged into a queue, have a customer on hold, and your phone still rings due to the queue your logged into. Is there a way for the system/queue to see you are busy while on hold and roll to the next agent that's logged in.

 

[smokinjoe2938]

It should work that way yes, are you sure the new call was an acd call? could have been an ext to ext call or an outside did call to station.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[Grapestew]

Yes it's definitely ringing through on the ACD. I did however change the hunt group from "Longest Waiting" to "Sequential" and that seem to fix the issue. Thanks for the feedback!

 

[Grapestew]

Actually, scratch that, it did not fix the issue.

 

[Grapestew]

For each user you can either set "busy on held" or "Reserve CA" under telephony - multiline options - for that user.