Symposium Express DN CAll On Hold

[LWEB]

In the Presentation Class, I have Put DN on Hold to Answer Call checked but it is not allowing me to put a DN call on hold to answer an ACD Call. Does the RDNA prompt have to be answered NO in the actual ACD Queue that the Symposium agent lives in or does Symposium override those prompts??

THanks in advance.

 

[Milesprower]

The switch settings are overridden by the SECC Call Presentation Class.

What is your test setup to check this operation? You must be available and on a DN call, then if calls are in queue, you should be able to put the DN call on hold, the longest queued call should ring on the incalls key.

 

[LWEB]

Thank you! What I found out is in Symposium, after you put your DN call on hold you must press you in calls key once to signify you are available for calls before an ACD call will present.