Multiple Call Handling
Issue 1.0 May 2003
179
If a one-per-skill call is active or held, the agent does not automatically receive additional
calls from that skill. However, the agent can request another ACD call from a one-per-skill
in the usual way.
If an agent with multiple skills is active on an ACD call for a one-per-skill group, the agent
could be forced an ACD call for one of his or her other skills if those skills are many-forced
or one-per-skill MCH.
Use one-per-skill MCH when calls from one skill are higher priority than other ACD calls.
Many forced (Category A only)
Agents are automatically interrupted with an ACD call under the same conditions listed for
one-forced. As soon as an agent answers an alerting ACD call, the agent immediately
becomes available to receive another ACD call from a many-forced split/skill.
Agents in many-forced groups in Auto-In or Manual-In work mode are unavailable only
when an ACD call is ringing.
Use many-forced MCH when agents must answer important or urgent calls, even when
they must put equally important calls on hold. It can also be used to force Direct Agent calls
to an agent.
MCH example
In this example, an agent is logged into 4 skills, each with a different MCH option. The
following table shows how calls are delivered when an unrestricted-line appearance is
available and the agent is in Auto-In or Manual-In work mode (AUX work mode is not
pending).
MCH call delivery example
Calls Delivered?
Condition
Skill 1
(MCH=one-
request)
Skill 2
(MCH=one-
forced)
Skill 3
(MCH=one-
per-skill)
Skill 4
(MCH=many-
forced)
No calls on set
yes
yes
yes
yes
One active extn call
no
yes
yes
yes
Skill 1 call active
no
yes
yes
yes
Skill 2 or 4 call active
no
no
yes
yes
Skill 3 call active
no
no
no
yes
Extn call held, no other
action
no
yes
yes
yes
Skill 1, 2, or 4 call held, no
other action
no
no
yes
yes
