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-   -   Multiple call handling in AACC (http://support.avaya.com/forums/showthread.php?t=2670)

lcontr 04-11-2013 11:10 AM

Multiple call handling in AACC

is there any option to have multiple call handling in AACC? We are not using Elite.

Is there any option for a AACC supervisor to observe calls from agents that are not directly asigned to him?


hill23 04-18-2013 07:31 AM


Multiple call handling isn't possible if you are referring to voice contacts. However if you have a multi-media server, then there is a feature called multiplicity. This will allow an agent to handle up to 5 simultaneous contacts, BUT only 1 of these contacts can be voice.

E.G. An agent could handle 1 voice call, & up to 4 email contacts, (or combination of email, fax IM etc),

As regards the observer if using SIP and AAAD, then I believe a Agent/Supervisor can observe any voice contact, (never tried it!) Not sure if it's possible in an AML environment as I think the supervisor will be tied to the agent keys on their phone.


lcontr 04-18-2013 07:39 AM


thanks for your answer. I have already configured the multiplicity for multimedia. It is a little bit annoying that voice is not consider as an option to multiplicity. some contact centers prefer to handle multiple calls when there is to much traffic.


dgilli 04-23-2013 07:41 PM

Most do not
Most call centers handle one call at a time for one very compelling reason. By answering a second call you are simply changing the hold for that call to your phone instead of the group. This means that the caller may wait for you to finish your first call before you get back to them, when it may be that another person would have come free first.

Another reason is it is often hard to tell if the first call is incorruptible and you may miss a free agent while ringing to see if you get answered.

Certainly there are some interesting exceptions to these rules.

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