1. When agent is on a call, chats are not delivered to the agent. How can I enable this?
You cannot. With version 11.5 and 11.6, this is a fundamental "issue" with the Call Router. In the Cisco world, Voice is king, and even if you were to make the Voice MRD interruptible, it still will not allow an agent to accept a new activity while on a call. Rule of thumb in ECE 11.5/11.6 is that when you're on a call, you cannot accept new activities, but you can continue working on existing activities. This has been improved in version 12 where you can pick and pull activities while on a Voice call. In version 12, Cisco calls this improved Integrated Digital Multi-Tasking. If only they would improve inbound/outbound with the dialer...
2. When no agent is available to take a chat ( ie if Agent is chatting with another customer), The chat window is presented to the customer. Customer starts typing and then once the queue wait timeout expires, the customer gets sorry no agent is available. How can I ensure that customer only gets the chat window when an agent is available to chat. I have enabled the "Agent availability required" on the entry point, however this does not seem to help
So the Agent Availability should do the trick. In fact, I'm guessing that the agent who's already chatting has a higher concurrent task limit and is simply not accepting the chat. The chat can be delivered to the agent, and if after 2 minutes the agent does not click on the chat, the chat will essentially RONA to the next agent. If there is no 'next agent', then the customer will receive the no agent is available message. If you want that agent only working on one chat and one chat only, ensure that their concurrent task limit is set 1.
And also... you REALLY need to get this customer to ECE 11.6 with at least ES4. ECE 11.5 is very buggy and lacks the features introduced in 11.6 ES4.
