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  • ACD Calls While Already On a Non-ACD Call

    Hello,

    Is there a way to prevent ACD calls from ringing in to agents who are already on a Non-ACD call? Sometimes callers call a Rep's extension and then during the call that same Rep gets one of the ACD calls and they have to miss it.

    Any ideas?

  • #2
    That shouldnt happen.
    For some reason, the "state" of the agents phone is out of sync with what ECC thinks is going on. I have had this at a few places and it generally results in an update of software. Raise it with TAC so they can diagnose the issue.

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    • #3
      Thanks a lot, ShoreTel Dave. I will open up a ticket.

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      • #4
        we actually want this scenario, how did you correct it so we can reverse engineer your "problem" as our "solution"?

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        • #5
          Originally posted by jogdenleo View Post
          we actually want this scenario, how did you correct it so we can reverse engineer your "problem" as our "solution"?
          Have you looked into using Personal Agent Queues. This way agents can answer additional calls from the general queue and place those that are waiting in their personal queue.

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