In this example, an agent is logged into four skills, each with a different MCH option. The following table shows how calls are delivered when an unrestricted-line appearance is available and the agent is in auto-in or manual-in work mode (AUX work mode is not pending).
Calls delivered? |
Condition |
Skill 1 (MCH=one-request) |
Skill 2 (MCH=one- forced) |
Skill 3 (MCH=one- per-skill) |
Skill 4 (MCH=many-forced) |
No calls on set |
yes |
yes |
yes |
yes |
One active extn call |
no |
yes |
yes |
yes |
Skill 1 call active |
no |
yes |
yes |
yes |
Skill 2 or 4 call active |
no |
no |
yes |
yes |
Skill 3 call active |
no |
no |
no |
yes |
Extn call held, no other action |
no |
yes |
yes |
yes |
Skill 1, 2, or 4 call held, no other action |
no |
no |
yes |
yes |
Skill 3 call held, no other action |
no |
no |
no |
yes |
Extn call held, then AI/MI selected |
yes |
yes |
yes |
yes |
Skill 1,2,3, or 4 call held, then AI/MI selected |
yes |
yes |
yes |
yes |
Agents and supervisors in on-request MCH splits or skills can use Queue Status, VuStats, and BCMS/CMS reports to determine if a waiting call must be answered immediately.
