Multiple calls to agents?

[nbaer]

I know you can setup a skill so that an agent can answer a call in queue when they are currently on another call, but is it possible to deliver a second call to an agent automatically? Example: all agents are on an ACD call, call comes in and instead of waiting in a queue the call is delivered to one of the agents.

Also, is it possible to see the caller id/ANI of calls waiting in queue? Either real time or after the call has abandoned?

 

[Speewah]

Look at the options under Multiple Call Handling on Page 2 of the Hunt Group form.

 

[nbaer]

We are currently using this on a couple of other skills. The only option I see, outside of 'none', is 'on-request'. From the way this setting behaves within other skills, the call is delivered to the agent in a manual fashion. I was looking for a way to deliver a second call to the agent automatically.

 

[Speewah]

Hmm, I see more options (one-forced, many-forced, one-per-skill)
Must be a license or version thing. Someone on here will be able to clarify that for you..

 

[nbaer]

Thanks! I did end up finding this post, which led me to the setting I need to change under "display system-parameters customer-options", page 6, "Multiple Call Handling (Forced)". I just don't know if there are any negative consequences to setting it as 'Y'.

http://www.tek-tips.com/viewthread.cfm?qid=1530669