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Multi-line on agent set
Posted: 27 Feb 2006 20:33
by tincho.rn
hi everybody. I want to have agents in the call server wich can recive more than one line. I tried to configure the agent with Multiline keys but it didn't work. has someone of you the aswer to this? thanks very much.
Posted: 28 Feb 2006 18:40
by oldboy
You can only have a multiline for the private calls, you can only program 1 key for CCD
Posted: 01 Mar 2006 02:26
by alex
Actually since Release 6.0 this feature is called Multiline Extension Agent (MEA) for CCD.But it has some limitations (only 25 agents possible).
Posted: 01 Mar 2006 14:58
by tincho.rn
I found some information about that and I realised that you can only recieved one private call. I want more than one private call, but as I can see is imposible. Thanks four your help.
Have you tried this?
Posted: 03 Mar 2006 07:10
by ranchoseco
A CCD agent can have more than one private call. You can assign him multiple lines and an ACD answer key for incoming ACD calls only.
Create multi-line keys on the agent set and and ACD line key for the ACD calls. Under associated and private agent enter their private extension number. Activate skill 87 for the agent.
Posted: 03 Mar 2006 08:05
by tincho.rn
Hi. Thanks for your aswer. As I understand, in that way the agent must log-in allways in the same position (same phone set). What is skill 87 for?
CCD
Posted: 10 Mar 2006 14:51
by ranchoseco
Skill 87 is for direct calls.