A remote agent subgroup appears to the ACD path as an agent group. Any of the four agent skill groups may be a remote agent subgroup within a path. Remote agent subgroup operation has the following differences from a regular agent skill group:
A call cannot queue to a remote agent subgroup programmed with another remote agent subgroup. This prevents an infinite loop scenario where remote agent subgroups are programmed to queue to each other.
Calls queued to a remote agent do not seize a voice channel until an agent is available. When a remote agent is available to take a call, it is reserved for a fixed period of time to allow the remote call to be set up.
A call ringing a remote agent that reaches its interflow timeout will not interflow unless the agent does not answer and becomes automatically logged out.
While ringing a remote agent, a caller will be disconnected from music or a playing RAD and hear ringback tone.
A remote agent subgroup is subject to the following conditions:
The priority of a call remains the same locally; however, a call queued to a remote agent subgroup can be assigned a different priority. This new priority is programmed in the ACD Remote Agent Subgroups form in the Distributor system.
All incoming DPNSS trunks through which ACD calls are received have the same interconnect number. All members of a remote agent subgroup have the same interconnect number. Verify that these two numbers are not interconnect restricted from each other. Otherwise, calls may be interconnect restricted from being routed to members of the remote agent subgroup.
CAUTION: Due to MSDN requirements, to successfully queue to a remote agent subgroup, the routing digits to the path on the Distributor system must be programmed in the Answer Point system.
For a network containing unique node IDs for the Distributor and Answer Point systems, the node ID and path digits must translate to an ARS destination on the Answer Point system. For a network where the Answer Point and Distributor systems have the same node ID, the path's directory number must translate to an ARS destination or a remote directory number (available only if Portable Directory Numbers feature is enabled).