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.

I don't think so but honestly never tried.

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

No CTCINY, direct dial to extension is not going to follow Hunt rules.

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.