Don't want ACD call to go to an answered state immediately

[phnechic]

I know this is pretty basic, but I can't seem to find the setting anywhere. I built an ACD queue for reporting purposes. There is only one agent in the queue and when calls come in, her phone beeps once and the call is automatically presented. Is there anyway to set it up so she has to press a key after the tone before the call is presented? She is the receptionist, and is sometimes greeting people in our lobby when calls come in.

 

[phnechic]

I've checked the queue, and FORC is set to NO. I don't know what else could make the call be presented without her pressing a key.

 

[Nortellian]

I would have guessed it was the forc prompt. You may want to do a change and at the forc prompt enter No just in case it is a glitch.

 

[phnechic]

Our Symposium archangel pointed out that there is a setting in the Call Presentation Classes in Symposium as well that I needed to change. Thanks!

 

[johnpoole]

the forc prompt is for giving the caller a ran even if you have an agent waiting for a call. it's used on some sites for the your call may be monitored recording.. also look at the set, aaa can not be in class. with symposiumn, that server would be the best place to control that

john poole
bellsouth business
columbia,sc

 

[phonedude10]

the forc is for sending call to set in an answerd state
froa is for first ran on arrival