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Joined: Jan 2006
Posts: 2,266 Likes: 1
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Joined: Jan 2006
Posts: 2,266 Likes: 1 |
Got a CIX 670 , MAS , ACD , they are saying that if all agents are logged in and calls are in queue if a agent finish's up a call and they cancell the wrap timer that it waits for about 8-12 sec. before it sends the call to the available agent? Once a agent is available shouldn't it send the call to them?
They are also complaining that if they put there phone in DND through Netphone that it will turn DND off overnight
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Joined: Feb 2007
Posts: 1,314
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Joined: Feb 2007
Posts: 1,314 |
It's possible that the call was listening to one of the announcements and must finish the recording before transferring to an available agent. Should be pretty easy to duplicate while watching the acd screen on the mas.
It's been awhile since I played with netphone, I wanna say that you can maybe do some scheduling with dnd but maybe I'm on crack. Netphone is so versatile that it wouldn't surprise me.
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Joined: Mar 2009
Posts: 66
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Joined: Mar 2009
Posts: 66 |
Make sure "always complete announcements" is unticked in the edit action for the specific announcements the are used. This will push the call through to agents quicker. Just noticed this is Mas so I hope this feature is available
Cheers
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Joined: Feb 2007
Posts: 1,314
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Joined: Feb 2007
Posts: 1,314 |
I don't think that is an option on the latest versions, at least I haven't seen it lately.
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Joined: Jan 2006
Posts: 2,266 Likes: 1
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Joined: Jan 2006
Posts: 2,266 Likes: 1 |
Thans guy's it was the "always complete announcements" in the actions
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Joined: Feb 2007
Posts: 1,314
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Joined: Feb 2007
Posts: 1,314 |
Ah ok so it is still an option. Guess I havent been looking in the right spots.
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