ACD Question

zphreak · October 12th, 2004, 01:52 PM

Prologix V11
ACD - 11.1
EAS - Yes

Here's my question.
If a user is logged into the ACD but then either makes or takes an outbound call outside of the ACD will the user still be in available mode or moved into afterwork?

The goal I'm looking for is for a user to be able to connect to a conf. call but still be able to receive ACD calls.. (same setting for the whole group). This doesn't seem to be working right now.

Thanks

PBXBear · October 12th, 2004, 02:15 PM

The feature that you would need activated is Forced Multiple Call Handling.

Regards,

Chris

zphreak · October 12th, 2004, 02:16 PM

Would that allow multiple ACD calls too? I want only one ACD call to come through to each user but allow for outside calls too.

Thanks for the reply

PBXBear · October 12th, 2004, 03:54 PM

There is Forced Multiple Call Handling and Multiple Call Handling On Request. On request may be the better option. If you have a Q-Calls light button on their phones, or a wall board - as agent see that there are calls - they could press the MCH-On Request button and take one-by-one, as the request it, ACD calls. Outside calls are possible if the agent LoginID is a DID or you have Direct Agent Access set up.

-Chris

October 12th, 2004, 01:52 PM	#1 (permalink)
zphreak Join Date: Oct 2004 Posts: 4	ACD Question Prologix V11 ACD - 11.1 EAS - Yes Here's my question. If a user is logged into the ACD but then either makes or takes an outbound call outside of the ACD will the user still be in available mode or moved into afterwork? The goal I'm looking for is for a user to be able to connect to a conf. call but still be able to receive ACD calls.. (same setting for the whole group). This doesn't seem to be working right now. Thanks

October 12th, 2004, 02:15 PM	#2 (permalink)
PBXBear PBXtech GOLD 100+ posts Join Date: Jul 2004 Posts: 116	Re: ACD Question The feature that you would need activated is Forced Multiple Call Handling. Regards, Chris

October 12th, 2004, 02:16 PM	#3 (permalink)
zphreak Join Date: Oct 2004 Posts: 4	Re: ACD Question Would that allow multiple ACD calls too? I want only one ACD call to come through to each user but allow for outside calls too. Thanks for the reply

October 12th, 2004, 03:54 PM	#4 (permalink)
PBXBear PBXtech GOLD 100+ posts Join Date: Jul 2004 Posts: 116	Re: ACD Question There is Forced Multiple Call Handling and Multiple Call Handling On Request. On request may be the better option. If you have a Q-Calls light button on their phones, or a wall board - as agent see that there are calls - they could press the MCH-On Request button and take one-by-one, as the request it, ACD calls. Outside calls are possible if the agent LoginID is a DID or you have Direct Agent Access set up. -Chris

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