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IPCC Ent: Prevent Agent from receiving ACD call while active on other DN?

IPCC Enterprise 6.0

CallManager 4.1(3)sr1

CTIOS Desktop (default config)

Agents are configured with a primary (DID) DN and a secondary DN for ACD calls. They have found that if they forget to enter 'Not Ready' when making or taking a call on the first DN, they still receive ACD calls on the second DN.

Is there a good way to configure the phones/DNs so that CallManager reports that the phone is in use to ICM? What I am look for is to make sure that no ACD call reaches an agent who is active on his/her other DN, even if the agent is in a 'Ready' state.

Thanks for any insight you can lend...

Dave Wolgast

HealthNow New York Inc.

Buffalo, NY

1 REPLY
New Member

Re: IPCC Ent: Prevent Agent from receiving ACD call while active

This is what the default behaviour we have seen.

If you are busy on the privite line the calls will still come on the ACD line.

Since ICM do not have any visibility of the privite line

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