Skype for Business, Response Group Agents Hear Beeping
Why do agents hear beeping while they are in calls with customers?
The Response Group is using "Attendant" as the call distribution routing method. Calls are presented to all agents, even if they are already in another phone call (the agent's presence is ignored). Agents will hear beeps for every new incoming call.
If this behavior is not desirable, the Response Group may be switched to another call distribution method, which takes the agent's presence into account. A common method is "Parallel." Agents will need to ensure they are available (presence shown as green), in order to receive calls.
To make changes to Response Groups, requests will need to be coordinated through your Pinnacle Department Manager.
Here is the list of call distribution methods:
- Longest idle: offers a new call first to the agent who has been idle (has had a presence of Available or Inactive) the longest.
- Parallel: offers a new call to all available agents at the same time. The call is sent to the first agent who accepts it.
- Round robin: offers a new call to each agent in turn.
- Serial: offers a new call to agents in the order in which they are listed in the Agent list.
- Attendant: offers a new call to all agents who are signed in and the Response Group application at the same time, regardless of their current presence. Attendants and client users who are configured as agents can see all the calls that are waiting and can answer waiting calls in any order. The call is sent to the first agent who accepts it, and the other attendants and users no longer see the call.