Ringing whilst in Auxilary. 1

[NatThomas]

Hi,
I have agents that have their Auto Answer on station so that their phones ring. They take calls off a non geographic number that asks the caller to input the 4 digit agent id of the person they require.
They are often in auxilary but their phone still rings 4/5 times before routing off to cover
Is there a way I can get their calls to follow their agent cover path (ie VM) immeadiately when the agent is in auxilary state.

Any help would be great.

Thanks

 

[nohuhu]

NatThomas,

this feature you're using is called direct agent calling and afaik it does not honor agent status because it bypasses acd logic. you can use send all calls feature to send calls directly to agent's coverage without ringing.

 

[NatThomas]

Hi,

Thanks. I thought it maybe that. Cool okay, I shall let the dept know.

Thanks again.