1.You must explicitly disable the Call Waiting option on the agent's phone

to successfully use this feature. The Call Waiting option must be

disabled (default) in Unified CM on each Outbound agent phone to ensure

that every customer call successfully transfers to an available agent.

2. When the campaign is started, the system should check for available

agents, and then select an agent by placing the agent in the "Reserved"

state. The agent should receive a pop-up window w\ the customers info in

it. Then the agent has the choice to accept or not accept the call,

before the subsytem dials the customer. If the agent accepts, then it

should dial the agents phone first, so he can actually hear the call

being made.

3.So, is the system presenting the customer pop-up window to multiple

agents simultaneously and they all are accepting?

4. Or is one agent receiving the pop-up window and then accepts the

call, but multiple agent phones are simultaneously being connected to

that one call, before \ after the call is initiated to the customer?

5. What is the actual multi-agent call scenario? Provide a few more

details.