How do you set up an ACD queue to route to MOH box when all agents are busy?
TIA,
Dean G>
TIA,
Dean G>
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ACD Queue to MOH
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I'm sorry, I posted that question hastily. The system is an Option 11c, release 25.40.
Thanks,
Dean G>
Thanks,
Dean G>
Dean,
Try the follwing changes (with fancy TGML):
The Overflow Threshold (OVTH) is the value at which calls entering the queue will overflow into OVDN (0 = overflow calls when no agents are available).
The Timed Overflow Threshold (TOFT) is the number of seconds before unanswered call overflows into OVDN
Cheers,
Try the follwing changes (with fancy TGML):
Code:
LD 23
REQ =CHG
TYPE = ACD
ACDN = <ACD DN>
OVTH = 0
TOFT = 30
OVDN = <overflow DN>The Overflow Threshold (OVTH) is the value at which calls entering the queue will overflow into OVDN (0 = overflow calls when no agents are available).
The Timed Overflow Threshold (TOFT) is the number of seconds before unanswered call overflows into OVDN
Cheers,
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