Direct Agent Routing Interface

In 8.1, a DAA call is treated differently from a call which is being routed through the queue. A call can be offered to an agent who is busy, offline, on break or logged out. Also, the agent status is Available when the agent has accepted a DAA call on line 1. The Available agent can be offered a call, routed through the queue on line 2. The agent status does not change from what it was prior to the DAA call; however, it shows Direct Call in the agent status tab.

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