Agent putting calls on hold

[colec12]

I have received a report that when one of our Call Center Agents are on the phone with a non VDN call (personal number) and put that caller on hold they cannot pick up a queued call unless they hang up the on hold call. Avaya Aura 6.0.
Thanks.

 

[Stinney]

Correct, when an agent takes a call that is a non-ACD call it automatically puts the agent into AUX work (AUX-IN for inbound and AUX-OUT for outbound calls). The system won't deliver a call to an agent that is not in the state of available.

You can force an ACD call to their phone when they are on a non-ACD call by changing the hunt group setting Multiple Call Handling to: one-forced

But they have to be in auto-in before they take or make the non-ACD call. If they are in AUX or ACW when they take or make the non-ACD call, the system will not send the call to them. However, this also allows them to prevent an ACD call from coming in if they know that they will not be able to take it while on the non-ACD call by going into ACW or AUX first.

Be aware that if your call center agents are setup for auto-answer that this setup will incur ring time when calls are forced to an agent on a non-ACD call, the system will not automatically answer the call and put the other call on hold, it will ring the agent's phone and they will have to manually answer it.






- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!