Kalahary-Harry

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.

Kalahary-Harry

Ok, found an "old" NTP, but the prompt should still be the same:

Document Number: 553-2671-110
Document Release: Standard 6.0
Date: June 1999

Alternate Call Answer (Basic)
Alternate Call Answer (ACA) allows the customer to choose, on a per queue
basis, whether ACD calls should be blocked for an agent set with an
Individual Directory Number (IDN) call on hold.
When Alternate Call Answer is enabled, if an agent notices an ACD call
waiting through the AWC key or the supervisor terminal while active on an
IDN call, the agent can put the IDN call on hold and press the dark In-Calls
key to return to the idle agent queue. The In-Calls key stays dark until an ACD
call is presented.
When Alternate Call Answer is disabled and an agent is active on an IDN call,
putting that call on hold and pressing the dark In-Calls key does not return the
agent to the idle agent queue. No ACD calls is presented.
Be sure to evaluate operating procedures before enabling this feature. For
example, ACA should not be used if an agent puts an IDN call on hold and
walks away. ACD calls could be connected while the agent is gone.

(this is an abbreviated selection only)

Document Number: 553-3001-311
Document Release: Standard 6.00
Date: June 1999

ACAA (NO) YES ACD Agent while IDN on-hold Allowed

ACAA Allow ACD calls to an agent on an Individual DN (IDN)
Call On Hold
bacd-18
(NO) The agent cannot place an IDN Call On Hold, and return
to the idle queue.
YES The agent can put an active IDN Call On Hold and press
the in-calls to return to the idle agent queue.

(this too is an abbreviated selection)