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Joined: Jun 2005
Posts: 2,706 Likes: 7
Member
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Member
Joined: Jun 2005
Posts: 2,706 Likes: 7 |
The pilot alternate DN is only in effect if the ACD was offline. It's a good idea to have this go to a call group in case the ACD is offline.
For the voicemail box, there are actions in the ACD that send calls to voicemail wither if the queue is closed, all agents are logged out, or after waiting a set amount of time. The default action will send callers to voicemail with the same voicemail ID code as the ACD group ID (pilot DN).
There are 2 ways you can send callers to a different voicemail box, and neither will be through eManager. First you can create an new ACD action to go to a specific voicemail box. The other option is to create a voicemail box that matches the ACD pilot number and then RNA to your considered voicemail box. You could also collect the voicemail in the new voicemail box and then move this voicemail to a person that can check the messages.
If you don't feel confident enough to make these changes on your own, then you may need to request some remote help from one our the member around here.
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