sundance-communications.com Forums Telephony Discussion Phone & VoIP Systems Toshiba Telephones & Systems ACD Preferred Extension?

We have a Toshiba Strata DK424 and I have a user complaining (imagine that!) about all of the ACD calls going to her extension 1st. If she doesn't answer it rolls to another person, if that person doesn't answer it then rolls to another. I thought the call waited until there was an available phone, then transferred teh call.

Is it possbile to even setup an ACD like this?

a true acd should do just that. are you sure she is right? i,ve only installed a few toshiba acd,s. but those customers never had
any complaints like that. hopefully some of the more acd experienced tech,s will respond. you should be able to tell from her stats.
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I sometimes get this complaint from those customers that have a small ACD group. And what I find is that they aren't properly using the ACD feature. For example, agents not logged in, or they walk away from their desk while logged in, or they're on a non-acd call while logged in, or not answering an ACD call and the DK subsequently places them in unavailable. These places don't have an ACD supervisor that constantly monitors the agents activities so at times it dwindles down to only 1 or 2 agents logged in to take a call. If your customer has a small ACD group and no supervisor monitoring the agents then this might be what's happening and the user complaining feels as though she's getting all the calls first because she's probably the only logged in and available.