Depending on the type of Multiple Call Handling (MCH) option that a system administrator has enabled for your phone, you might receive another high-priority incoming call on your phone while you already have an active call on your phone.
Do any of the following:
If the administrator has set MCH to on-request, then you can voluntary decide to receive a queued call center call. Do the following:
While on an active call, press the q-calls button to view the calls in the queue.
Place the current call on hold.
Press the Auto-in or Manual-in button.
Call Center Elite presents the queued call on your phone.
Press the call appearance key next to the flashing extension icon and answer the call center call.
After you release the call, you can either retrieve the previous call that was on hold or press the Auto-in or Manual-in button again to receive the next queued call.
If the administrator has set MCH to one-forced, one-per-skill, or many-forced for your phone, then depending on the algorithms of these options and the call appearance availability on your phone, Call Center Elite forces an ACD or DAC call on your phone while you are on an active call. Do the following:
Place the current call on hold.
You can skip this step if auto-hold is configured for your phone.
Press the call appearance key next to the flashing extension icon and answer the call center call.
After you release the call center call, Call Center Elite might force another call center call on your phone if the call routing algorithm determines you to be the next available agent for the call. Otherwise, you can retrieve the previous call that was on hold.
