Hello,

We have a CIX100 that we are looking to add ACD to (we are also looking at other systems as well). One of the things that we are trying to figure out is related to the ACD Supervisors. From my understanding if a supervisor chooses the option to take calls when logging in they will only receive calls if all agents are unavailable. Is that correct? Our supervisor on duty takes calls just like agents so we don't want them to take less calls than the agents. (This really effects nights and weekends most where there is only one agent and one supervisor. We don't want the one agent on the phone all day and the supervisor only taking overflow. The supervisor should receive calls just like the agent.)

Sorry for the long post but thank you in advance for the assistance!