ACD Agent issue

[AH64Armament]

MiVB 8.x
I recently changed all of a site's ACD agents from Traditional to Hot-Desk in preparation for them to change up to 69xx phones in the future.
I then copied their primary desk-phone's buttons over to the Hot-Desk Agent buttons.

Their ACD agent ID's is exactly the same DN's as they were previously. With Traditional, their Desk Phone extension remained the same and a user was able to receive a call directly to the extension. That didn't mess with their ACD calls as the system viewed them as BUSY.

They requested that I add a Multi-Call of their desk-phone extension and MWI to the ACD agent.
The issue here is that due to other buttons they have on page 1 of their displays, these multi-call and MWI buttons were placed on page 3.

Now, if they take a direct phone call - internal or DID external - the system apparently isn't seeing that they are busy to the ACD Queue and will present a call to their agent. They either ignore it or don't notice it ringing. When they finish with the non-ACD call, the system will log them out and the call that was presented to them has been re-queued.

I have looked through the COS and system options and I am not seeing anything that would prevent the system from sending that ACD call to their Agent ID.

I figured I'd ask here before opening a ticket with support.

 

[Billz66]

With hot desk ACD the extension is the agent id

We normally discard the old traditional Agent id and make the Extension number their extension.

Its not recommended to add additional extensions to an ACD agent phone ( multicalls) as it can mess with the stats if you have MICC
- it will also cause logout issues if they answer a call on it before making themselves busy and a queue call tries to be delivered.

if set this way
personal calls direct to the Extension will still follow 1st alternate to voicemail
ACD Queue calls shouldnt do this and will cause ext to follow COS settings for agent no answer ( logout/make busy/make absent)

if a HD agent doesn't want Queue calls but wants to be able to use their phone they should
- use group presence keys ( or ignite if they have MICC) to make themselves absent in the skill group(s)
- use make busy to make themselves busy (should only stop a queue call)
- use DND to stop direct and Queue calls



If I never did anything I'd never done before , I'd never do anything.....

 

[AH64Armament]

in the Agent’s Class of Service – “Force Device busy if any line in use” – set this to YES.
This seems to have resolved the problem.