Agents can receive multiple calls only when in the auto-in or manual-in work mode. All Forced MCH calls are terminated at the agent station, not with zip tone. Requested MCH calls are delivered with a ring or zip tone.

Agents can toggle between the auto-in and manual-in work mode.

If an agent selects the After Call Work (ACW) or the Auxiliary (AUX) work mode with calls on hold, the work mode is pending until all calls complete or until an manual-in call completes. New ACD calls are not delivered when the AUX work mode is pending. When an ACD or Direct Agent (DA) call with pending ACW completes, the agent enters ACW. When an agent is active on a non-ACD call with ACW pending, the agent can receive the Forced MCH calls.

If an agent is either in the auto-in work mode and active on an ACD or direct agent call, or in auto-in or manual-in work mode and active on a non-ACD call, and a manual-in ACD or DA call abandons from hold, the agent is pending for the ACW work mode and the after-call button lamp flashes.

If an agent reconnects to an ACD or direct agent call on hold, the work mode changes to the call work mode, that is, auto-in or manual-in.

Do not use Forced MCH with Direct Department Calling (DDC) distribution because the first agent continues to receive calls until all line appearances are busy.