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ECC 9 - Concurrent Voice Interactions

Oct 23, 2014 09:09 PM PDT
Florence Li
Telstra Global Services
Is it possible for an agent to handle more than one ACD voice call?
E.g place the first call on hold to take a second? Possibly choosing the next call from the Queue Monitor?
Oct 29, 2014 10:16 AM PDT
Open Office
Communications Resources Incorporated aka CRI
No, only one voice call will be presented to an agent. You can enable "Agent Queue" which will allow the agent to send an active call to their personal queue so they can take another ACD call.

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