ACD Problem

[hydroprogrammer]

I have an Option 11 system with a dozen ACD agents for a customer ACD queue. At night the queue is ncfw to a remote cust service 1800 number.

There is also a front desk clerk with a 2616 that has some customer help lines atdn to her prime dn. These customer lines are not part of ACD queue. At night the clerk cfw her prime DN to the ACD queue (which goes to ncfw).

Problem: Clerk now wants the NCFW key on her phone in case agents forget to msb. I believe she must be part of queue for this. But when I make her part of queue, her prime dn cfw wont work, because ACD is now prime dn. Any recommendations??

 

[hydroprogrammer]

Correction: I meant that the clerk wants the NSVC key, not the NCFW key on her 2616

 

[johnpoole]

you can add a prompt that makes the acd set msby after x number of unanswered rings. you can also use the an ovdn, acd maxp 1 with ncfw to the clerk.. make the ovdn for the main group xxxx, make xxxx a maxp 1 acd, ncfw to the clerks prime dn,

john poole
bellsouth business
columbia,sc