During callcenter work, are agents can also get non-ACD calls. When the phone is ringing for an ACD-call and on that moment a non-ACD call is coming in, these are both ringing.
When the agent pick-up the ACD-call, the non-ACD call keeps ringing. Because the agent's phone is ringing in his headset, he cannot understand the customer because of the ringing of the non-ACD-call.
We heard from support that this is normal behaviour. Has someone a solution /workaround for this problem? Is this also a problem in other companies?
It is not a solution for us to let the phone ring by the pc.