Our supervisors places themselves in what we call a super que to take a vectored call for support. They only get a few calls and are asking for another phone to be installed so they can do other stuff while logged into the que. Isn't there a way to have a 2nd call appearence to let them service observe and other stuff and the que calls still ring on the other appearence?
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Hard Question regarding 2nd call appearence 1
- Thread starter Scottncs
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1
- #2
The agent ID "takes over" the station when logged-in. So if they try to do anything on any call-appearance, the agent ID has control (e.g. if they call someone, the agent ID will show on the display, if they leave a message on Audix, the call will be from the agent-ID number)
I would try a bridged appearance of another station, maybe a new exported station, that has the capabilities for service-observe, etc.
Hope that helps.
I would try a bridged appearance of another station, maybe a new exported station, that has the capabilities for service-observe, etc.
Hope that helps.
Maybe a partial solution or workaround:
if an agent is logged in on a station, that station is still reachable through its extension and you can include the station in a group or whatever.
however, if one initiates calls from that station it would appear as coming from the agent. so it would only work in one direction.
if an agent is logged in on a station, that station is still reachable through its extension and you can include the station in a group or whatever.
however, if one initiates calls from that station it would appear as coming from the agent. so it would only work in one direction.
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