ACD Overflow

[andy4uk]

Evening all,

I have a customer wanting an overflow setting up on a path.

Its pretty basic really, they want a call to come in to a path (8100) to ring on an agent group - and if there's no answer then the call needs to go to an overflow Path/ACD Group.

I have configured the Overflow agent and the interflow but cant seem to get it to work.

Andy ides's?

Thank you

 

[benny89]

Have you enabled interflow and set the time and destination?

In the skill group, do you have Queue No Agents enabled? otherwise it may follow the Path Unavailable Point.

 

[kwbMitel]

Overflow and Interflow are 2 different things yet you seem to be using them interchangeably

With Overflow, the call remains in the original queue but attempts to include an alternate Agent Group after a timer expires

With Interflow, the call terminates on the original queue and proceeds to an alternate destination.

What are you trying to do and what have you tried?



**********************************************
What's most important is that you realise ... There is no spoon.

 

[andy4uk]

Hi benny89,

Queue No Agents is disabled.

KwbMitel,

The customer is wanting the first Agent group to ring, if the group is busy or there is no answer then they want an overflow group to ring.

I have tried both Interflow and Overlow and neither seem to work, when I send a call in the first group just rings.

Regards

Andy

 

[sarond]

An incoming call will ring the primary agent group until the overflow timer is hit (if set), regardless of whether all the agents in primary group are busy or not.
It will only immediately hit the overflow group if agents in the primary are unavailable i.e. logged out.

If you want calls to be answered by certain agents first then you should look at using agent skill groups.

 

[Billz66]

and dont forget if the call is ringing on an agents phone it wont interflow or suddenly go to the secondary group unless the agent gets logged out so the call goes back into the queue

If I never did anything I'd never done before , I'd never do anything.....