This article provides information on making your agents ‘busy’ while they put Multimedia/Contact Center calls on Hold.
While an agent is handling a call, occasionally they may need to put the call on Hold. To ensure that the agent doesn’t receive another call from the Multimedia/Contact Center or from IP Office, an Avaya IP Office setting for that agent will need to be selected.
Note: With this setting enabled, any call that an agent puts on Hold (e.g. internal, inbound, outbound, Multimedia, or otherwise), the agent will not be able to receive another call at the same time.
In most environments, this call treatment is optimal. In some environments, it’s okay for the agent to receive multiple calls at the same time or while putting another call on Hold.
- Log into IP Office Manager and load your configuration
- Select the user(s) who will need this functionality
- Select the Telephony > Call Settings tab of the user and then check "Busy on Held"
- Click "OK"
- Save and Merge your changes