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,