Multiple call handling

Last Updated : Feb 27, 2020 |
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Multiple call handling (MCH) allows Call Center Elite to present a call center call on an agent’s phone while there is another active call on the agent’s phone.
You can use MCH to interrupt an active call that has low precedence and present a call that has high precedence on the agent’s phone.
For example:
  • Call center calls (ACD and DAC) are more important than station extension calls.
  • Calls for one skill, such as sales, might be more important than calls for another skill, such as service.
Note:
MCH is applicable for ACD and DAC calls. MCH is not applicable for station extension calls and bridged appearance calls because these calls are not routed by Call Center Elite.

Multiple call handling options

Option
Description
none
MCH is not allowed on the phone.
If there is an active call on a call appearance of the agent’s phone, Call Center Elite does not present another call on the agent’s phone.
on-request
While on an active call on the phone, the agent can decide to receive an additional call center call. For example, the agent can view the call queue by using the q-calls button and decide to answer a queued call. The agent can voluntarily receive an additional call by doing the following:
  1. Place the current call on hold.
  2. Press the Auto-in or Manual-in button.
    Call Center Elite presents the queued call to the agent.
  3. Press the call appearance key next to the flashing extension icon and answer the call center call.
After the agent releases the call, the agent can retrieve the previous call that is on hold, or press the Auto-in or Manual-in button again to receive the next queued call.
one-forced
The one-forced option allows Call Center Elite to force a call center call (ACD or DAC) on an agent’s phone while the agent is on an active non-call center call (station extension call).
However, the following is the criteria:
  • There is no active, held, or ringing call center call on the agent’s phone.
  • The phone has an idle call appearance.
The agent can do the following to answer the call center call:
  1. Place the current call on hold.
    The agent can skip this step if auto-hold is configured for the agent’s phone.
  2. Press the call appearance key next to the flashing extension icon and answer the call center call.
After the agent releases the call center call, Call Center Elite might force another call center call to the phone if the call routing algorithm determines the agent to be the next available agent for the call. Otherwise, the agent can retrieve the previous non-call center call that is on hold.
one-per-skill
The one-per-skill option is similar to the one-forced option. The only difference is that the one-per-skill option forces up to one call center call per skill group on the agent’s phone.
For example, if the agent is part of two skill groups, such as sales and services, Call Center Elite can force up to one call from each skill group on the agent’s phone.
many-forced
The many-forced option allows Call Center Elite to force two or more call center calls including calls from the same skill group on an agent’s phone while the agent is on an active call. The active call can be a station extension call, or an active or held ACD or DAC call.
However, the following is the criteria:
  • There is no ringing ACD or DAC call on the agent’s phone.
  • The phone has an idle call appearance.
The agent can do the following to answer the call center call:
  1. Place the current call on hold.
    The agent can skip this step if auto-hold is configured for the agent’s phone.
  2. Press the call appearance key next to the flashing extension icon and answer the call center call.
After the agent releases the call center call, Call Center Elite might force another call center call to the phone if the call routing algorithm determines the agent to be the next available agent for the call. Otherwise, the agent can retrieve the previous call that is on hold.