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Joined: Nov 2008
Posts: 1
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Joined: Nov 2008
Posts: 1 |
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
Posts: 2,473
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Joined: Feb 2007
Posts: 2,473 |
I don't think so but honestly never tried.
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Joined: Jun 2008
Posts: 30
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Joined: Jun 2008
Posts: 30 |
If they are on a call regardless of what type it should either put the caller in queue or go to the next agent.
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Joined: Feb 2007
Posts: 2,473
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Joined: Feb 2007
Posts: 2,473 |
No CTCINY, direct dial to extension is not going to follow Hunt rules.
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Joined: Oct 2005
Posts: 4,685 Likes: 4
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Joined: Oct 2005
Posts: 4,685 Likes: 4 |
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 (Retired)
Providing telecommunication solutions in Ottawa Canada since 1990
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