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Agents receive inbound calls while in an ACD - Ringing loudly in ear while on with a customer

  • 1.  Agents receive inbound calls while in an ACD - Ringing loudly in ear while on with a customer

    Posted 04-18-2024 14:37

    Hey everyone. I am looking for any suggestions for us to not have calls ringing in our agents ears while on an ACD call. Is it possible to make an agent unavailable while in an ACD status? Is there a way to turn down in-call notifications for the Web based softphone (i did see this was an option for client based softphone). 


    #ArchitectureandDesign
    #SystemAdministration
    #Unsure/Other

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    Blair Hansford
    Civic Federal Credit Union
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  • 2.  RE: Agents receive inbound calls while in an ACD - Ringing loudly in ear while on with a customer
    Best Answer

    Posted 04-18-2024 18:20

    If an Agent is on an ACD call, they should not receive calls. I suggest checking your Utilization settings.

    Also, if the Agent is running multiple clients (either applications, or has multiple tabs open to the WebUI) then I have seen them get out of sync and a call continue to alert on one after it has been answered in another.



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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    Original Message


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