I have a customer who wishes to accomplish this as well. The Supervisor wishes the Agent(s) to either have some visibility that there is a call in the que, or for the Agent to be able to handle more than one call at a time.
According to the recommendation here, the Agent would need to field a call on their ACD extenstion and transfer that call to their private extension thus making them available on their ACD extension? There isn't a cleaner way to accomplish this--or to at least give the Agents some view of calls that are in the que?
Any assistance would be greatly appreciated.
