Good Afternoon,
My agents are running into issues where they are occupied by a non-acd call (group call, internal call, external outbound call, etc) but still receiving alerts for other calls (they seem to be non-acd). I have checked utilization and Maximum Capacity for Voice is set at 1 as well as I have "Block calls when on a non-ACD call (excludes transfer)" checked.
Is the something that I am missing to prevent being alerted while already connected a call?
#Unsure/Other------------------------------
Cedric Harris
Tresta, Inc. dba PATLive
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