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Preventing Multiple Call Alerts while Already on Calls

  • 1.  Preventing Multiple Call Alerts while Already on Calls

    NEW MEMBER
    Posted 6 days ago
    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

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    Cedric Harris
    Tresta, Inc. dba PATLive
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  • 2.  RE: Preventing Multiple Call Alerts while Already on Calls

    Top 25 Contributor
    Posted 5 days ago
    Hi Cedric

    That's a long standing issue.  There are a couple of ideas in the lab to address it.  But the only solution so far is for them to go busy manually when they take a call.

    That block call option only stops ACD/queue calls going to them if they're on a non-ACD call already.


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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Preventing Multiple Call Alerts while Already on Calls

    Posted 5 days ago
    This is the article from the resource center:

    https://help.mypurecloud.com/articles/utilization/


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    Paulo Mesquita
    Spark NZ Trading
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