Agents are automatically interrupted with an ACD call under the same conditions listed for one-forced. As soon as an agent answers an alerting ACD call, the agent immediately becomes available to receive another ACD call from a many-forced split or skill.

Agents in many-forced groups in auto-in or manual-in work mode are unavailable only when an ACD call is ringing.

Use many-forced MCH when agents must answer important or urgent calls, even when agents must put equally important calls on hold. You can also use many-forced MCH to force direct agent calls to an agent.