SECC 4.2 2

[M1TechSup]

In symposium Express 4.2, is that possible to accept ACD call when agent are busy on personnal DN ?? If yes, how to ??

 

[djwht]

in the call presentation class, there should be a check box to place personal call on hold and answer acd call

the agent would have to know there's a acd call waiting and place his/her personal call on hold to be presented with an acd call.

 

[M1TechSup]

Thanks for the answer but it is possible to receive ACD call without placing on hold personal call ??

 

[yyrkroon]

No, SECC will not present a call to a busy phone. You'll have to retreive the call doing what djwht suggested

 

[sandyml]

To add to yyrkroon's answer -- part and parcel of ACD design is that an ACD call can only be presented to a phone that is "idle" -- thus guaranteeing that the agent is ready and able to take the call. SECC, SCCS, and CC6 all adhere to this basic rule.

 

[tnphoneman]

Even basic ACD adheres to this.

 

[M1TechSup]

Thanks all for yours answers. You save me a lot of time !!