ACD Queue tweeking?? On Opt11c rls 24.5ish

[MMTdoN]

I kinda got myself stumped here and was hopeing someone out there could steer me in the correct path.. I have a 5 agent ACD group where all agents also have a DID number and VM assigned to them.(key 03/04) What I need to do is be able to receive calls to the DID with out keeping a call in queue.. So right now I have 00-ACD, 01-NRD, 02-MSB....
If I am in Not Ready I can receive a call on my private line but ACD calls stay in the Queue. I need to make it so if all agents are on an acd call the next caller goes to a DN. (in this case 2800 a 2616 set) I also need this to happen if all agents are on not ready within 2 rings or so... I can get it to follow ncfw to 2800 if all agents are in make busy but then I can not receive any DID calls. DID calls CFWA to fdn or hunt number.
Other than this it seems to work.

Thank you all in advance for any and all help in this matter.

~Don

 

[ss341]

You could try Automatic Overflow to a dummy ACD that is NCFW to whatever DN you want. You would have to set your thresholds to meet your requirements.

 

[MMTdoN]

What timmers should I be setting to make the caller leave the original queue within a ring or so? I understand the dummy ACD->NCFW->DN. which now raises another question as to how I get it to overflow to an ACD group that is not active? Force it? Will it follow? What timmer/parameters need to be adjusted to overflow 1st call in queue to dummy acd. What should my prt ACD look like in terms of Queue timming and overflows?

Thanks again for all of your help.

~doN

 

[Reusser]

I don't think you are using the ACD correctly.

the whole purpose of ACD is to allow agents to be more efficient by handling one call at a time. Callers get through faster and hear message/music while waiting.

Maybe the problem is agents do not know when someone is waiting in que. You could add a key to sets to flash.

Also suggest training agents to not use not ready use SDNB then when agent is done with call can except acd call.

If you still really want calls to go to DN - use interflow

 

[acewarlock]

With what you want, it defeats the purpose of ACD.you don't need an ACD group. just have DID DN's.

 

[srmega41]

You can set the IFDN (InterFlow DN) to a regular DN. You could try to set IFDN to 2800 and then respond YES to AENI, which automatically enables interflow.

I do agree with the previous posts that this is not really a good use fo ACD, but this might be a way to get what you are looking to acomplish.

Hope this helps,

ScottM.

 

[johnpoole]

another thing to consider is to use mcr keys as opposed to an acd, if callers are using the did's to bypass acd, and acd is designed fifo, why bother.. scott's right, you can bypass acd que's, but why have acd cues then build a bypass? i block did calls to all acd agents, that stopped about 100K personal calls a day (maybe less)

john poole
bellsouth business
columbia,sc

 

[MMTdoN]

I agree with all of you about defeating the purpose of ACD. All of the agents in the group are Nurses and the ACD group is going to have 5-800 numbers pointing at it for other nurses or clients to call into for help. This is the reason for overflow to reception. The DID's are there because they need a way for Doctors to call in and talk with them directly. So they are multi-purpose agents. So the main goal is to Never have someone wait more than a couple of rings before talking with a live person no mater what state the agents are in.
If you all say IFDN will work for this then I will try it. If you have any other ideas to accomplis this please let me know.

Thank you all for the help so far.
~Don