A system administrator might configure the Multiple Call Handling (MCH) feature for your phone to force high-priority call center calls on your phone while you are on an active call.
Call Center Elite routes these calls to your phone depending on the MCH option that the system administrator has configured for your phone. The following are the options:
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Option
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Description
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none
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MCH is not allowed on your phone.
If you are on an active call on the phone, Call Center Elite does not present another call on your phone.
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on-request
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If you are on an active call, you can voluntarily decide to view the call queue and receive a queued call by placing the current call on hold.
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one-forced
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The one-forced option allows Call Center Elite to force a call center call (ACD or DAC) on your phone while you are on an active non-call center call (station extension call).
However, the following is the criteria:
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There is no active, held, or ringing call center call on your phone.
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The phone has an idle call appearance.
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one-per-skill
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The one-per-skill option is similar to the one-forced option. The only difference is that the one-per-skill option forces only one call center call per skill group on your phone.
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many-forced
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The many-forced option allows Call Center Elite to force two or more call center calls from the same skill group on your phone while you are 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:
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