Laephis

We have a Definity Prologix (running G3V8i.03.0.042.2 ) where I've recently setup a hunt group for a particular department. Calls come into the hunt group and go into a queue if no agents are available (where they listen to on-hold music until someone becomes available.) I have set up a q-calls lamp button on every agent's phone so that they can see when a call is in the queue (threshold is set to 1).

If they are logged into the hunt group and on a call they want the ability to place that call on hold and answer one that's in the queue. Is there a way for them to be able to do this? Right now, it seems the only way to pick up a call in the queue is to finish their current call. Thanks for any tips.

colt45

Your answer is on the hunt group form for "Multiple Call Handling". I think the default is 'none', suggest set to 'manual'. Thus, the agent can put one call on hold and press 'Avail' and take another. Be sure the agent's phone has at least 3 call appearances as the switch generally "restricts the last call appearance".

Details depend on the type of hunt group and how you queue the calls.

PBXtech.info

 

Laephis

Thanks, I found that option on pg 2 of the hunt group settings and figured out that I needed to have users press the "Auto-In" button and the queue call would go to their next available call appearance.