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UCCX agent on a call and a second call comes in

Not sure if this is a normal behavior but here is what it is happening:

An agent has answered a call from the queue and he is talking to a customer. A second call comes in to his DID number. The phone is ringing as well! I thought a normal behavior would be just a visual indication that there is a second call coming in (light flashing and display indicating the incoming call on the screen) and not ringing the phone.

The phone is configured with only one extension and Ring settings are set to System Default.

Any idea how to change this behavior?

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Hall of Fame Super Silver

UCCX agent on a call and a second call comes in

ACD line should be configured with busy trigger of 1 so second call is not able to be presented to the agent, this is the only supported configuration. If the DID line is separate from ACD line (highly recommended) then the DID line can be configured with higher busy trigger.

HTH,

Chris

1 REPLY
Hall of Fame Super Silver

UCCX agent on a call and a second call comes in

ACD line should be configured with busy trigger of 1 so second call is not able to be presented to the agent, this is the only supported configuration. If the DID line is separate from ACD line (highly recommended) then the DID line can be configured with higher busy trigger.

HTH,

Chris

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