Originally posted by lviera;32901
A matter of fact, all the users can use the intercom chat correctly, but they can't have an intercom chat and a call at the same time, this is the issue.
Regards!
The Intercom chat (between Agent and Supervisor) has nothing to do with ACD, and is not at all affected by ACD Utilization, so the Web Services license is not the resolution to the issue.
The Intercom chat is a non-ACD Interaction, and IC prevents an agent from receiving an ACD interaction while on a non-ACD interaction by default.
In order to change the behavior you have to add the Optional Server Parameter:
ACDAvailableOnNon-ACD
Use this parameter so that agents are available for ACD interactions when on non-ACD interactions. To be unavailable, the agents must set their status to a non-ACD status.
Set the parameter value to any value, such as Yes, 1, true,etc., to enable it.
Without this parameter, or if there is no value entered for the parameter, then agents are not available for ACD when on non-ACD interactions.
-------------------------------------------------
The customer may not like the behavior, because it allows the agents to receive ACD calls while they are on non-ACD calls, not just while on an Intercom Chat.