For an ACD group type, the Simultaneous Ring option is
available.
OFF: each agent rings for each of different call
ON: all agents ring for the same call. When the call is
answered, the next call is presented.
For an example of ON case,
- agent A, B, C
- agent A and B is idle, C is busy.
- An incoming call to the ACD group rings to A and B.
- another incoming call to ACD group queued to the group
hearing CIQ ment and music.
- when C hangs up and goes to the idle state, the first call rings
to C
when an agent picks up the ring (first call), the next call rings to
agents.
If all stations in the group are busy when a call is offered, the call
may continue to wait (queue) for an available station. If the
queue period exceeds the VSF Announce 1 Timer, the call is
sent to a VSF announcement. If the timer is set to 000, the call
will receive the first announcement, in full, prior to the hunt
process (guaranteed announcement).
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