ANY ACD-GURU'S

[TDOG257]

IS THERE A WAY TO HACE 2 ACD GROUPS ROLL OVER TO EACH OTHER IF ONE GROUP IS BUSY.IF SO, YOUR HELP WOULD BE WONDERFUL. THANKS TDOG

 

[serge9]

You can do that by using the over flow

OVDN (ACD Queue to over flow to)

 

[brewerdude]

When using OVDN, you also need to set OVTH (that's the time a call will wait before overflowing) Also, NCFW will send to the call to another group when no one is logged in.

However be careful with just two groups. If you have both overflow to each other you can create looping. One should always be the "end of the line".

 

[TDOG257]

THANKS FOR THE INFO.WE ARE GOING TO HAVE JUST ONE GROUP FLOW TO THE OTHER. WOW THANKS FOR THE QUICK RESPONSE ALSO. TDOG

 

[brewerdude]

Oops, the time to wait parameter is actually TOFT (timed overflow threshold).

I always get that one mixed up.

 

[TDOG257]

CAN YOU HELP ME OUT WITH THESE ABBREV'S
NRD
MSB-MAKE SET BUSY
ASP
THANKS TDOG

 

[TDOG257]

GOT IT THANKS

 

[johnpoole]

not ready, gives agents time between calls, msb leaves you logged in but is sometimes used as a "break" button, both do almost the same thing

john poole
bellsouth business
columbia,sc

 

[TDOG257]

IS THERE AN OPTION IN THE ACD GROUP THAT WILL ALLOW THE USER TO EX. HIT 1 TO LEAVE A MESSAGE IN THE QUE. WILL WE HAVE TO MODIFY THE RECORDING IN THE RAN? THANKS TDOG

 

[brewerdude]

Unfortunatly, not in basic ACD. You need scripting to accomplish that - Symposium or CCR.

 

[johnpoole]

if you send a caller to mail, they can route to a menu, with a return to que as an option, but you break the frist in frist out chain, and if that user ops back in they will be last in que..

john poole
bellsouth business
columbia,sc

 

[TDOG257]

WE ARE USING CALL PILOT 1.7. WERE USING A MENU SYSTEM FOR DR'S OFFICE TO HIT 1 AND PATIENT'S TO HIT 2. THEN WILL BE ROUTED TO THE ACD GROUP ACCORDINGLY. I'M TRYING TO FIGURE WHERE IN THE ACD GROUP THE CALLER WOULD BE ROUTED TO VOICE MAIL.WE ARE USING NCFW FOR AFTER HR. CALLS. THANKS TDOG

 

[johnpoole]

you can route the call at any timer break ovdn parm will send a caller to mail, a menu service their will give them choices, if they opt back to cue, they are now the newest call..

john poole
bellsouth business
columbia,sc