| Hey JDM.. my PC with all the user guides on is currently in storage, so I don't recall the exact prompt, but I had to set this up for a call center once where they wanted the agents to be able and do this.
check your NTP's under LD 23, description for the prompt is:
Allows agent to return to queue as an idle agent.
The feature can be implemented even if the agent is on an active DN call. The agent has to place the DN call on hold and press the In Call key (KEY 0) to return to queue as an idle agent, after which a queued call will be presented to the agent's KEY 0. Once the agent answers the ACD call, he/she can switch between ACD call and DN call. The agent MUST be in READY status, in other words the NRD key must be OFF.
If the agent is on an active ACD call, and wishes to answer another ACD call waiting, they must firts transfer the active ACD call to their secondary DN, answer the DN call, place on hold and activate the return as idle agent function.
NB: Make sure that you set the phone set CLS = AHA (automatic hold allowed) to avoid accidental cutting of any of the active calls.
If I can find a user guide I will post back with the actual prompt. |