Queue calls and extension calls

[njd282]

Hi,
Over the weekend we moved from Nortel to Avaya. On the Nortel if an agent was on an extension call they would not get a queue call and if on a queue call they would not get an extension call. At least that is what I am being told. Is there a way on the Avaya to prevent one type of call from ringing on an agent's phone. I would think if on a queue call, an extension call would go to VM. If on an extension call even though on auto in a queue call would not recognize the agent as available.
Thanks for your help

 

[Stinney]

You are correct that if the agent is on any call, from the queue or a direct extension call or an outbound call, the system will see them as unavailable and not send a queue call to them as long as they are not set up for taking multiple ACD calls.

However, if an agent is on a call from the queue, a direct call to their extension will ring their phone. If you want, you can remove one of the 3 call appearances. Then with only 2 call appearances and the last appearance reserved a call to their extension when they are on any call will go to their coverage path.

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[joesena]

You can do this in the users' coverage path, assuming the queue calls are outside callers. Set up one coverage path for internal handling, and the other for outside handling:

Coverage Path Number: 1
Next Path Number: 2
Station/Group Status Inside Call Outside Call
Active? y n
Busy? y n
Don't Answer? y n Number of Rings: 4


Coverage Path Number: 2
Station/Group Status Inside Call Outside Call
Active? n y
Busy? n y
Don't Answer? n y Number of Rings: 4