One forced

Last Updated : Sep 24, 2012 |

An agent who is idle or active on a non-ACD call is automatically interrupted with an ACD call from this split or skill when no other ACD call for any of the agent’s splits or skills are alerting, active, or held. In addition, the following must also be true:

  • The agent is in manual-in or auto-in work mode.

  • The agent is the most idle or next available.

  • An unrestricted line appearance is available.

  • AUX work or Move from CMS are not pending.

As long as an ACD call is active or held, the agent does not automatically receive an additional call from the one forced split or skill. An agent in a one forced split or skill in auto-in or manual-in work mode is unavailable for that split or skill from the time that an ACD call rings until all ACD calls are abandoned, redirected, or dropped. However, the agent can request another ACD call from a one forced split or skill by placing the active call on hold and selecting manual-in or auto-in work mode.

If an agent with multiple skills is active on an ACD call for a group with one forced MCH, the agent can be forced to take an ACD call for one of other skills of the agent, depending on the MCH settings of the skill.

Because one forced MCH forces an ACD call to alert an agent who is not on an ACD call, use one forced when you want ACD calls to take precedence over other calls.