Ring Multiple occurs when a call enters IVR and is transferred to a Queue where multiple available agents are ringed simultaneously. Because the call is transferred to multiple agents at the same time, ring multiple increases the probability of a call being answered; the agent who answers the call first is the agent who tends to the call, and the call is logged as being answered by this agent. This feature is available to all accounts with voice queues for all voice queues. However, Retail Queues should contact a Service Provider to enable the Multiple Ring feature; Non-Retail Queues do not require Service Provider intervention.Note:
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Contact your service provider to enable the Multiple Ring feature. This setting only works for Telagents. For more information, please see Telagents – The Virtual Agents. If this feature is enabled for your account and you are not using Telagents, your calls will fail in the Waiting For Agent section. This feature cannot be used with either Desktop CCA or Web CCA. |
To set the maximum number of agents to be rung simultaneously when a call enters a retail queue:
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Next time a call enters the selected Queue, the call will ring through to the maximum number of agents entered into the Max agents to ring simultaneously field.Note: The
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The ACD will pick the best number of agents in that particular queue for that call at that time. For example, all qualified agents for that queue will be assessed on availability, priority, and idle time, and then the maximum number of agents selected will be rung. |
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Note that if there is only one available agent in the queue, but the maximum number of agents is set to five, the call will only be transferred to that one available agent. |