ACD and Second Line

[pakman]

I am wondering if there's a way to resolve the following scenario.

ACD agent takes call then puts customer on hold then uses second line (none DID not sure if that detail is important) calls a back office person. While agent and back office are talking through details customer hangs up. When ACD agent gets back there is already another call in the queue ringing to that agents line but that agent doesn't know it.

Is there a way for the system to know that the other line is being used so that calls won't get routed to the agents when there on their second line and not in make busy?

Thanks,

[ralph]

Try the COS option of "Force Device Busy If Any Line In Use"
This will mean the phone will not receive any calls if any line is begin used.

Ralph

[pakman]

Thanks Ralph,

I actually saw that but figured there might be a better solution. I will give this a shoot and report back.

[johnp]

Use make busy