Can't answer calls from Hunt Group queue when Auto Allocation call incoming

[Former Member]

Hello,

Is it possible to answer HuntGroup queue calls while Auto Allocation call is incoming? At the moment in this scenario the call answer buttons are inactive when an auto allocation inbound call is offered to the agent. Without the inbound auto allocation call hunt group calls can be answered.

I have tried different priorities, skills. Is there a setting or a workaround to enable this feature? Attached a screenshot sheding some light to this issue.

Greetings,

Taavi.

[former_member187604]

Hi

Yes, there can be only one call being allocated to the agent at a time. If the user would reject the auto allocation call, or answer and park it, or detach from the auto alloc. queue, the hunt call could be picked and answered.

BR
-Lasse-

[Former Member]

Thanks for clarification.