Multiple Call Handling
Issue 1.0 May 2003
177
Multiple Call Handling
Multiple Call Handling (MCH) allows agents to receive an ACD call while other types of
calls are alerting, active, or on hold.
Note:
Note:
MCH Forced is available only with Category A only.
Administering MCH
The following forms and fields are required to administer the MCH feature.
The MCH column on the List Hunt Group form contains the value that you enter in Multiple
Call Handling.
Detailed description
Applications
Use Multiple Call Handling in applications where you want agents to take additional calls
without dropping the active call. Examples of applications include:
●
An agent and a caller may need to wait on a call for information. MCH allows the agent
to put the call on hold and handle other ACD calls until information is available.
●
ACD calls may be more important to your business than non-ACD calls. Use MCH to
interrupt agents on non-ACD calls with an ACD call.
●
In an EAS environment, calls from one skill may be more important than calls from
another skill. Use MCH to interrupt an agent who has a call from the less-important skill
with a call from the more-important skill.
You can use MCH in an Expert Agent Selection (EAS) or non-EAS environment.
●
With EAS, you can administer any combination of MCH and non-MCH skills for an
agent. If an EAS agent is a member of both MCH and non-MCH skills, he or she can
handle multiple simultaneous ACD or Direct Agent Calls only in the MCH skills.
●
Without EAS, agents can be logged into only one split if it is an MCH split. Similarly, am
agent logged in to a non-MCH split cannot log into an MCH split.
Required forms – MCH feature
Form
Field
Hunt Group
●
ACD
●
Multiple Call Handling
