Multiple Call Handling by Agents

[telcoempress]

Weird situation. I manage two separate CM's for two different companies. At company 1 my agents can handle multiple calls to their direct agent number. At company 2 my agents if on a call to their direct agent number the second call goes to their coverage. I have checked every call handling option on both cm's and they match, i.e. hunt groups, system parameters etc... I have traced an agent extension on each CM that shows nothgin. I can find no difference between the two that would allow one cm to allow multiple calls and one cm that doesn't.

Anybody have any suggestions?

 

[joe2938]

on the hunt group is multiple call handling set ?

 

[telcoempress]

Actually, no it is not, but then it is not turned on in cm 1 where it is working, with agents receiving more than one call. I actually turned it on in cm 2 but they still could not get more than one call to their direct agent number. This is really nuts..........I went by what the admin document says to do to make sure MCH is on and everything is except the hunt group field. I saw that first and that was the first thing I tried.

 

[joe2938]

maybe avayatier3 has a solution for this

 

[montyzummer]

Are the coverage options different of the cover paths ? , You mention direct agent calls , do the agents actually have direct agent skills enabled ?

ACSS (UC/SBCE/SM/SME)

Not that they mean a thing anymore , get a brain dump pass the test crash the system.

 

[telcoempress]

Coverage options are the same. Any call that comes in rings to the direct agent then covers to a VDN and vector that allows the caller to leave a message for the agent or go into a group queue. Nothing on the coverage paths are different.

 

[joe2938]

display system customer options, see if this feature is turned on

 

[bartfliet]

Have you looked at the programmed buttons? Have at least 3 buttons as call-appr to handle more than one call.

 

[telcoempress]

Yes the customer option is turned on and each station has three call appearance buttons. Still testing and tracing but no solution as yet.