Configuring Direct Agent Calling

Last Updated : Nov 29, 2023 |
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Communication Manager uses the Direct Agent Calling (DAC) for the Class of Restriction (COR).
DAC is required for RONA to work. With this setting enabled, you cannot make a direct call using an AgentID if the agent is in an AUX (NR) Not Ready state. When this setting is disabled, you can make a direct call using an AgentID regardless of agent state but RONA does not work correctly.
  1. Using an SSH client, connect to the Communication Manager System Access Terminal (SAT) interface.
  2. Set the Direct Agent Calling field to y.
  3. Save the settings.