ACD - Second call rings to agent, while first is on hold

[SteAnnesIT]

All of the agents in our smaller call center are yelling at me because they say that while they have taken a call from the ACD Hunt-Group normally on Call Key 1 and then for whatever reason needed to place that call on hold, waiting calls in the ACD will then start ringing their phone on Call Key 2. What flag am I missing that would turn off this functionality, and not direct anymore calls to an agent until after they have finished their first ACD call, and the wrap-up timer has expired?

Note: I have found that if you place the first call on hold, and then activate DND it stops this but I would like if possible to not have to use the DND for this purpose if there is a way to disable these secondary calls from being directed to the agent's phones while the first call is holding.

Thank you, 

Mitel 5000 (MiVoice Office 250?)  Version 6 SP3.

[DND ON]

Enable the system flag: Wrap Up Mode For Holding ACD Calls.

[SteAnnesIT]

Enable the system flag: Wrap Up Mode For Holding ACD Calls.

Hi DND, thank you for your help.  Unfortunately when I checked the System Flag, this option was already set to 'Yes'. (See Attachment)

Is there something that would be overriding this flag?

Thank you,

[DND ON]

Specifically, how do calls ring in? Direct ring-in from the trunk group, via a Call Routing Announcement, etc.

[SteAnnesIT]

I'm not sure I have the full terminology to explain this as a Mitel trained technician would be able to..

We have a PRI connected to the PBX and have multiple different numbers for that PRI. The PBX recognizes one specific number for the ACD (which is our incoming 1-800 number). When that number is an incoming call it directs it to an initial announcement that plays, then immediately is pushed to the ACD programming/announcements. There the call waits for an available agent.

I tested this issue with my own phone, I logged into the ACD. Called in on my cellphone, took the call from my cellphone with my ACD logged in. Then I placed the call on hold by pressing the hold button and hung up my handset. (I was using a 5320, but Agents have 8568s)

Two things happen while an ACD call (that has been answered by an agent) is placed that on hold.  First there is a periodic display and a short ring on the phone showing how many callers are waiting in the ACD.  Secondly if your phone is selected by the 'longest idle' logic in the ACD/Hunt-Group configuration, your phone will start ringing on Call Key 2, display the Caller ID of the incoming call. So this isn't just that (I think it's called?) Camp-On Notifications showing that they're seeing. I did test this and had an ACD call directed to my Extn/ACD login while the first call I accepted from the ACD was holding (me on my cellphone).

Does that answer your question?

Thank you,

[DND ON]

Excellent description. Let's start by turning off Hunt Group Camp-On Audio Indications for the agents. That will stop the ring burst when the number of calls in queue is displayed. You can go to System / Phone Related Information / Flags to batch change the flag for a bunch of stations at the same time.

Let me ponder the Call 2 situation.

[SteAnnesIT]

Let's start by turning off Hunt Group Camp-On Audio Indications for the agents.

Heh, this is already removed from the Agent's extensions. It appears that it just wasn't removed from extensions who are not part of the call-center staff, which I fall under.

[DND ON]

Fair enough.

The Call 2 thing isn't making any sense to me. Here's something to try:
 - Have everyone log out all ACDs.
 - Toggle the Wrap Up Mode For Holding ACD Calls flag
 - Have everyone log back in to their ACDs

[SteAnnesIT]

It's hard to do this while the call center is open, I can/will remote in during after-hours and toggle it and then can report back next week?

[SteAnnesIT]

I'd also like to add, that I missed a step in the explanation of our ACD configuration.  It goes through a STAR (day/night schedule) to direct it to either the ACD, or the after hours auto-attendant.

[DND ON]

The STAR routing isn't important in this case. Sometimes phones act wonky if the CO trunk group rings directly to a phone or hunt group. That's not happening here.

Go ahead and try the other thing when convenient. It's a shot in the dark, but sometimes toggling flags solves problems and so does a log in/out on ACDs. I would think that toggling the flag makes the most sense while no one is logged in.

[Jack]

For the next person searching this... The "Wrap-Up Mode For Holding ACD Calls" system flag mentions that it will prevent ACD calls from coming in while an ACD call is on hold.  If a non-ACD call is on hold, the ACD calls will still come in as far as I can tell.  Had an ACD Agent complain of ACD calls coming through while a call was on hold, and this was the case.  He had placed an outbound call, placed the call on hold and the ACD call rang through to his phone. 

[DND ON]

Correct, and non-ACD inbound calls will still be presented as well.

I had forgotten about this thread - wonder what the outcome was.