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Joined: Nov 2008
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I have an issue on a BCM 3.7 / Call Pilot / Call Center system.

Agent is logged into a skillset. They are flagged for auto-answer. DND on busy is set to no on their DN.

The agent receives direct call to their DN, (not a call center call). While on that call a skillset call is sent to them. When this happens the direct call they were on is put on hold without warning and the skillset call is brought up.

Anything I can do so that the call center skips them if on a non call center call while leaving auto-answer on?

Thanks for the help.

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Joined: Feb 2007
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I don't think so but honestly never tried.

Joined: Jun 2008
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If they are on a call regardless of what type it should either put the caller in queue or go to the next agent.

Joined: Feb 2007
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No CTCINY, direct dial to extension is not going to follow Hunt rules.

Joined: Oct 2005
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Train the agent to use the unavailable key.

Train other empployees to call the call center DN.

Put only one I/C path on the phones.


Marv CCNA, CTUB
TeleMarv Services
Providing telecommunication solutions in Ottawa Canada since 1990
http://www.telemarv.ca
Specializing in Nortel Norstar, BCM and Allworx VoIP Servers

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