With Multiple Call Handling (MCH), agents can receive additional calls without dropping the active call. Examples of applications include:
An agent puts a call on hold to retrieve caller information.
ACD calls are more important to business than non-ACD calls. Use MCH to interrupt agents who are on non-ACD calls.
If calls from one skill such as sales are more important than calls from another skill such as service, use MCH to interrupt agents to receive calls from the more important skill.
Note:
MCH is not applicable to EC500 mapped mobile agents, since mobile agents can handle only one call at a time. This applies to both ACD and non-ACD calls.
You can use MCH in an EAS or non-EAS environment.
With EAS, you can administer any combination of MCH and non-MCH skills for an agent. If an EAS agent is a member of both MCH and non-MCH skills, the agent can handle multiple ACD or DAC calls in the MCH skills.
Without EAS, agents log in to only one split if the split is an MCH split. An agent logged in to a non-MCH split cannot log into an MCH split.
