sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems INSIGHT MIS QUESTION

Hi ALL i have Insight MIS installed on a CIX 670 all working perfectly however i seem to have a very high number of ACD calls overflowed in and ACD calls overflowed out. This is affecting customers grade of service and i was asked to define ACD call overflowed in/out. Is it fair to say ACD call overflowed in is a call that has been transfered into ACD group by a non ACD user? And an ACD call overflowed out is a call which has been in a queue and has left queue via script overflow etc?

We have very few customers that are using Insight and it is rare that I actually have to do anything with them. With that said, I have noticed in the past that there is an unusually high overflow in/out calls being logged in the Insight reports. Overflowed out seems to be pretty straight forward that it would be calls that, like you said, has left the queue via the overflow script. Now it is possible to overflow one queue to another, which would explain the overflow in. However if that is not the scenario and calls are just being transfered into a queue, logging that as an "overflow in" call is misleading.