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16.4. Restrictions on Using System Features Previous topic Parent topic Child topic Next topic

During the operation of the Contact Center, there are some restrictions on the use of system features by agents.

The following system features are not available to agents or are subject to restrictions. These features are, however, not mandatory for agents, since the allocation of calls is handled automatically by the Contact Center. The allocation depends on the set rules and the availability of agents.
  • Locked Features
    As soon as a subscriber of the communication system is configured as an agent, the following features are no longer available.
    • Second call
    • Call waiting
    • Intrusion on an agent call (exception: agents with the authorization level of a Supervisor or Administrator)
    • Group Call
    • Do Not Disturb (for logged in agents)
  • Features that affect call routing
    The following features could potentially change the call routing in the contact center and should therefore not be executed by agents.
    • Call forwarding
      If a logged in agent activates call forwarding, a logout occurs.
      Call forwarding is disabled as soon as an agent logs into a queue.
    • Do Not Disturb
      If a logged in agent activates Do Not Disturb via a UC Suite client, an automatic logout occurs.
      Do not Disturb is disabled as soon as an agent logs into a queue.
    • Relocate
      Relocating a telephone changes the logical assignment of the station number. The new station number assignment is only transmitted after restarting the Contact Center.
    • Group
      Agents are not allowed to be members of a group (Group Call, Hunt Group) or a MULAP. This restriction also applies to system features used in combination with MULAPs, i.e., Team Configuration (Team Group), Executive/Secretary (Top Group) and Mobility Entry.
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