Hot Desk Agents / Call Appearances

[jml2665]

I got 50 agents in one group, when I setup the extn's it defaulted with two call appearances, but when calls queue to the group they start to ring into the second appearance instead of queuing. My agents need conference capabilities so loosing the second call appearance is not really an option. Any suggestions??? right now I got them hitting DND after being presented their first call.

Thanks

 

[JeSTeROCK]

Turn off call waiting on the group

 

[jml2665]

Found this issue seems to revolve around the use of the "HOLD" function. When these agents put a call on hold the second call does get presented. Not what I think should happen to a call center agent but maybe this is normal. Maybe I am asking too much of a IPO but has anyone come up with a better way to get the agents to function mike a true call center?

 

[JeSTeROCK]

Turn on Busy on held

 

[jml2665]

Thanks JeSTeROCK, I had already checked your previous suggestion and that was already unchecked,, but I will give this one a try, hopefully this will finish the list of issues for my customer (who wants the IPO to work just like her old ROLM)

And this is much faster then Avaya Support, still have not got a call back this week