payton

Direct Agent Call option on COR

If I set this to "Y". Would this affect incoming ACD calls to the agent? Could they receive both types of calls?

redG

no and yes

For Direct AGent calling to actually work properly, every COR that a call touches must have Direct AGent calling turned to yes. Therefore, if a call is coming in from the outside, hits and VDN, and then punches in the extension of the agent ID, then the COR of the trunk group, VDN and the agent would need Direct calling turned to yes. You would also have to change thier agent ID to indicate which skill the direct agent calls will count towards and make that skill one of the skills in their list.
A direct agent call will ring at the agent's desk and then follow the agent id's cover path (if there is one. ) If there is not a cover path, the call will actually hold for the agent (Playing a hold announcement that can be administered in system features. )

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