prelude acd agent handling 2 calls

[senk1s]

how do i set up multiple call answering for an ACD agent.

There are a few agents working with multiple call handling -

ACD login feature 901
they can answer an ACD call
put it on hold
then get a second ACD call

A new agent that i added to the group - can get one call only. if they put a call on hold, they dont get a call from teh queue. They'll have to disconnect the call to get a call from the queue

Help !!

 

[luv2ski]

shouldnt work but they could do a pickup or park and then retrieve parked call should get you second call

Pat Guido
NEXTIRAONE
Pat.guido@nextiraone.com

Formerly Nextira, formerly Williams Communications, formerly Wiltel, formerly Nortel networks, formerly Northern Telecom, formerly, Nynex meridian systems formerly Northern Telecom.

 

[senk1s]

thanks for confirming. that exactly is the work around (call park) i gave to the agent -
but i myself see a second call come in after putting hte first on a regular "hold". dont know how that is possible

 

[luv2ski]

the agent can get a call via his ext tranfer,did,and AA/ccr tranfer but the cintech product was made only to give agent 1 que call at a time

Pat Guido
NEXTIRAONE
Pat.guido@nextiraone.com

Formerly Nextira, formerly Williams Communications, formerly Wiltel, formerly Nortel networks, formerly Northern Telecom, formerly, Nynex meridian systems formerly Northern Telecom.