ACD manual call forward?

[MMTdoN]

Is there a way to manually call forward an ACD group to an external number? If ao how is this done. if not is there a better way to accomplish this? maybe no ACD and use MCR? then call forward somehow?

Please help.

Thanks,
Don

 

[johnpoole]

depends on the customer request,i use mcr's if the user does not need reports or another acd feature.. but you can use the ncfw prompt to forward to 9 plus the number. nights in an acd is controlled by the last agent logging out, not the console which controls nit_data

john poole
bellsouth business
columbia,sc

 

[srmega41]

Just as a side note, there is a key you can program on an ACD set to FORCE an ACD queue into NITE status. It is NSVC Key. By pressing this key, and then T(8), N(6), or D(3), the system allows a single supervisor to place an ACD queue immediatly into NITE, or Transition the queue into NITE status. This is helpful in events like a building evacuations or emergencies, where the quick removal of staff may create a situation where an agent may not remember to log out as they are quickly leaving the building.

The T allows all current in-Queue calls to be serviced, then places the queue into NITE. The N forces all calls off and treats them with NITE service immediatly. The D allows calls to resume, but requires at least one agent to be logged in.

A pretty cool feature. Just thought I would share, in case anyone has not heard of it.

Hope this helps,

Scott M.

 

[MMTdoN]

So if I use MCR key and all sets are busy then the call will follow hunt or fdn. MCR key will make all sets that it appears on ring at the same time correct? Then how would I manually forward the MCR DN to an external number from a phone that it appears on? Would I be able to "log off"(so to speak) a phone that this MCR appears on?

Thanks
Don

 

[acewarlock]

Yes you Forward from the phone that has the Marp on key 0.

No you don't log in or out when using MCR keys.