CallPilot Call Center - Stations ringing while on call

[JAAS666]

Today we turned off the delay between calls for the call center skillset.

I though that by doing this the agents would receive incoming calls inmediately after their current call was hanged..

But what I'm seeing is that while the agents are on a call, their stations alert them of another call.

Is this normal behavior?

 

[ptstechnician]

No, its not normal behavior. If the agent is on a call center call, they will not receive another "call center call". They can receive internal calls though. I recommend putting forward on busy to voicemail, for the agents. If they receive an internal call, it goes to voicemail. This should not happen with call center calls.

 

[NETWT]

You need to chane the wrap time to 0 , 1 or 2 sec.
If you want the agent to receive another call after hanging up