ACD Routing Question

[dmoore7648]

I have a sales group that receives inbound and also makes outbound calls. Currenlty ACD calls are routed EAD-LOA. Is there a way to keep the time spent on outbound calls from counting as work time?

Thanks!

 

[inerguard]

Have the agent go into a preset aux-works code before they make the outbound call.


[Started on Version 3 software 15 years a go]

 

[DAVIDPAYNE]

If the go into AUX, then it will get counted as AUX Out, you could then write a report to take that into account.

 

[dmoore7648]

The issues isn't the reporting, but call routing. With LOA routing it seems the outbound calls are counted as work time and it affects the number on inbound ACD calls they get. Since they are on commission it's becoming a problem.

 

[DAVIDPAYNE]

Take a look at this thread.

http://www.tek-tips.com/viewthread.cfm?qid=1484360

You will ether have to change the type of Agent you have, or they will need to log out of the phones to make out bound calls. As long as there are logged in LOA, then everything they do on the phone counts as work.