The new Summit does the following along with many other ACD options the 5000 will not do (and I know it better than most people)
An Agent who does not answer a call offered from an ACD group within the ACD No-Answer timer is placed in a “No response” unavailable status, called ACD DND. In this state, the Agent is Off-duty and will not receive ACD calls from the group. If the Auto DND Reason code is “0”, after the ACD DND Wrap timer expires, the Agent returns to available status. Otherwise the Agent must return to the On-duty status manually.
also the Vertical System does the following:
The administrator can establish CIQ (Calls-In-Queue) thresholds for each ACD Group so that an assigned System announcement plays over a defined Page zone, if the number of calls in queue equals or exceeds a CIQ threshold. The message, which is recorded by an Attendant, plays immediately or after a defined delay. The message repeats at assigned intervals until the number of Calls in Queue falls below the threshold. The system allows different treatment and announcements for up to three different Calls-In-Queue thresholds.
In other words the Summit has the features you need.
Last edited by Derrick; 01/19/16 02:50 PM.
www.myrandomviews "Old phone guys never die, they just get locked in some closet with an old phone system and forgotten about"
Retired, taking photographs and hoping to fly one of my many kites.
