Query in ACD setup 1

[dhananjayak]

Hi,

we have a small callcenter setup having 81C,Callpilot and CC6. the query is ,if an agent X is busy in his personal DN ,whether he will get ACD calls are not ?? when the queue is full.

thanks in advance
San

 

[bigindian65]

not by default, but I believe the queue/skillset can be configured to notifiy of a call in queue and have the ability to end the DN call or place it on hold and take the call in queue.

Mato' Was'aka

 

[captaingadget]

The answer is - it all depends...

In the call presentation class assigned to the agent there is a box which you tick which will allow an agent to place a DN call on hold in order to answer an ACD call. If this box is not ticked then the agent is considered busy for ACD calls and will not be presented with one.

 

[johnpoole]

symposium?

john poole
bellsouth business
columbia,sc

 

[x11tech]

Symposium 6 = Contact Center 6. They re-branded.

Star to captaingadget, that answer is spot on.