Hello, community!
Have a good day!
This topic takes about how to deal with the problem that SoftConsole attendant couldn't pick the second call.
Problem description
When multiple calls coming in at the same time, the console client user can only pick-up one call. Even if she places the active call on Hold, it is impossible to pick up any of the other calls in Queue until the 1st call is transferred or ended.
Even worse, if try to force the answer of a call in Queue (by right-clicking on top of the call in the queue menu), we can hear it “ring” on the SoftConsole only. After 2 tries in a row, that call is forward to the night-service configured number.
eSpace version: V200R003C20SPCa00B013
Process
Check console user, found it was signed in to an attendant group and enabled secretary station function. So the user can use the Queue list, which will not cause the problem.
Check whether the softconsole user opened multiple call. If not, it couldn't receive a new call when he is in a call. confirm it's right configured.
Check if Customer opened CFU, CFNR or CFB service, because, if it's opened, the service privilege is higher than Multiple call and call hold.
Root Cause
The problem is customers opened CFU, CRNR or CFB whose privilege is higher than multiple call and call hold. In this situation, the call will be transferred to the night service number defined in the system.
Solution
Disbale the CFU,CFNR and CFB service of console user as below:
This is all, thanks for reading!
