sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems Strata ACD not calling secondary group

Well, I received awesome support on my last question, thought I would try this one.

We recently paid a Toshiba guy to come in and redo our ACD groups.

We currently have these ACD groups

CS1 8AM - 10AM (8 users)
CS2 10AM - 8AM (same 8 users, different time window)
CS3 10AM - 8AM (1 user not in CS1 or CS2)

The first two time windows work as expected. But the group CS3, calls never fall into that window.

I'm almost 60 days out that we had a phone guy configure this for us. his last response was that he needed to contact Toshiba. That was a week ago.

Any thoughts appreciated.

I think the first question is how do the calls get routed to the different ACD groups? Through voicemail or do calls ring directly from a DID? I don't know know if would know how the calls are routed or not.

CS2 and CS3 have the same time window so I imagine people get to that queue by selecting an option in an Auto Attendant or by calling a different number.