Desktop: Agent cannot receive a second call while on an active call

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Latest revision as of 16:05, 28 June 2012

Desktop: Agent cannot receive a second call while on an active call

Problem Summary An agent is on a call. A second agent (or supervisor) tries to call the first agent but receives a busy signal.
Error Message None
Possible Cause If the agent is logged in to a phone that has the Busy Trigger set to 1 in Cisco Unified Communications Manager (Unified CM), that agent can only have one active call at a time. If another agent calls the first agent, the second agent receives a Busy message in the Call Control gadget on the Agent Desktop.
Recommended Action

In Unified CM, configure the agent's device as follows:

  1. Set Maximum Number of Calls to 2.
  2. Set Busy Trigger to 2.

If Busy Trigger is set to 2, the agent can receive a second call. Finesse supports a maximum value of 2 for these settings.

Release Release 9.0(1)
Associated CDETS # None


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