Multiple Call Handling for a multi-session environment 

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Defining

The multi-session environment enables agents to conduct multiple Internet sessions simultaneously. To enable the multi-session feature, you must set the Multiple Call Handling feature on the DEFINITY ECS. The Multiple Call Handling feature allows an agent to receive an Automatic Call Distribution call (ACD) while other types of sessions are alerting, active, or held at the station. This feature is administered on the Hunt Group form.

Important!

If you do not wish to use the multi-session feature, the Multiple Call Handling feature on the DEFINITY ECS must be set to NONE to allow only one session. Set this for the Hunt Group that is associated with an Internet skill.