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Old 04-18-2013, 07:31 AM
hill23 hill23 is offline
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Join Date: Nov 2011
Posts: 15
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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.

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