|
|
Joined: Feb 2011
Posts: 62
Member
|
|
Member
Joined: Feb 2011
Posts: 62 |
I have three ACD groups created. They all have a break button that leaves them logged in but does not allow calls through when it's on.
The customer requests I set up one of the groups thus:
When agents are logged in, calls come through as they should and agents can take calls.
When agents are all logged out, calls are to be routed of-site to another location.
So far I have this figured out. The ACD group VM box forwards to a transaction box with a second of silence to transfer off-site.
After hours, they want calls to be routed to an answering service, which is a different number.
Is it possible to set up another transaction box to forward between the hours of 5:00PM and 9:00AM? Perhaps I answered my own question and I just need to figure out the time settings.
|
|
|
Visit Atcom to get started with your new business VoIP phone system ASAP
Turn up is quick, painless, and can often be done same day.
Let us show you how to do VoIP right, resulting in crystal clear call quality and easy-to-use features that make everyone happy!
Proudly serving Canada from coast to coast.
|
|
|
|
Joined: Sep 2004
Posts: 4,220 Likes: 2
Member
|
|
Member
Joined: Sep 2004
Posts: 4,220 Likes: 2 |
You are over thinking this. Select ACD overflow to speed dial bin number. After hours can be handled via mode operation.
|
|
|
|
|
Joined: Feb 2011
Posts: 62
Member
|
|
Member
Joined: Feb 2011
Posts: 62 |
I need to set up agent work schedules in 41-05 and trunk schedules in 41-06. Then the weekly schedules in 41-07.
What would be the settings for 41-09 and 41-10?
There is a reference to inmail, but I'm using UM8000 to forward calls off premise, correct?
I need to set up one ACD group so that:
During lunch from 1:00 and 2:00 on weekdays and from 5:00PM to 9:00AM the next day all calls go to an answering service.
During regular business hours on Monday, Wednesday, and Thursday calls overflow (all calls that can't be answered by the agents logged in) to a different off-site answering service.
|
|
|
|
|
Joined: Sep 2004
Posts: 4,220 Likes: 2
Member
|
|
Member
Joined: Sep 2004
Posts: 4,220 Likes: 2 |
You need to setup different mode services. Are you using PRI or simple analog trunks?
|
|
|
|
|
Joined: Feb 2011
Posts: 62
Member
|
|
Member
Joined: Feb 2011
Posts: 62 |
This system is on a PRI. Would this be in 41-17 ACD Login Mode Setup?
|
|
|
|
|
Joined: Feb 2011
Posts: 62
Member
|
|
Member
Joined: Feb 2011
Posts: 62 |
This system is on a PRI. Would this be in 41-17 ACD Login Mode Setup?
|
|
|
|
|
Joined: Feb 2011
Posts: 62
Member
|
|
Member
Joined: Feb 2011
Posts: 62 |
This system is on a PRI. Would this be in 41-17 ACD Login Mode Setup?
|
|
|
|
|
Joined: Sep 2004
Posts: 4,220 Likes: 2
Member
|
|
Member
Joined: Sep 2004
Posts: 4,220 Likes: 2 |
All routing that you need to do for this to happen is in ACD(s) (and their pilot numbers) and DID Tables.
|
|
|
|
Forums84
Topics94,543
Posts640,074
Members49,857
| |
Most Online5,661
May 23rd, 2018
|
|
|
1 members (justbill),
134
guests, and
18
robots. |
|
Key:
Admin,
Global Mod,
Mod
|
|
|
|
