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Joined: Jul 2005
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We have a Communication Server 2000 in the office w/6 people in the tech support area.
For clients calling into the support ACD group does the first call go to the first person that logged into the ACD group or are the calls even rotated to the 6 people in the group. Is there a way to rotate these calls around to the group? If you can rotate them around is this random? or its there some calculation of time that the staff is on the phone.
Thank you for the help
Joe
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Joined: Jan 2006
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Calls ring to the longest idle , as long as the Dept is a ACD , you can't change the order
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Joined: Jul 2005
Posts: 6
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Thanks Steve..
I would assume idle if they don't log out of the ACD group every 5 mins..
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Joined: Nov 2004
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Moderator-ESI - Executone
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Moderator-ESI - Executone
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Well, one of the little quirks about ESI-ACD..If a call is presented to a phone that is logged into an ACD group and does not answer that call, then that phone is automaticly logged OFF the acd group.
I can see the light at the end of the tunnel..
Retirement 2019 ( It has happened )
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Moderator-ESI, Shoretel
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Moderator-ESI, Shoretel
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Originally posted by nonameyet:
Well, one of the little quirks about ESI-ACD..If a call is presented to a phone that is logged into an ACD group and does not answer that call, then that phone is automaticly logged OFF the acd group. I don't kno wthat "quirk" is the right word....i perceive that word as a negative. That is the logical way to do it...if an agent doesn't answer a call when logged in there is no reason to believe they would answer the next call either so they are loogged out...kinda makes sense to me.
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Joined: Nov 2004
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Moderator-ESI - Executone
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Moderator-ESI - Executone
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Originally posted by upstateny: Originally posted by nonameyet:
[b] Well, one of the little quirks about ESI-ACD..If a call is presented to a phone that is logged into an ACD group and does not answer that call, then that phone is automaticly logged OFF the acd group.
That is the logical way to do it...if an agent doesn't answer a call when logged in there is no reason to believe they would answer the next call either so they are loogged out...kinda makes sense to me. [/b]Well, in a real ACD enviroment, there would be a Supervisor looking at the stats...and, maybe, If that person didn't answer enough calls...they would get someone that Would!
I can see the light at the end of the tunnel..
Retirement 2019 ( It has happened )
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Joined: May 2003
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In each ACD system I have been involved with an agent that does not answer a call is considered "absent" and removed from the group.
This is a proper design - why waste calls to agents that dont exist and increase ring times for calls and use system processing resources for nothing?
Still for the cost ESI's ACD is pretty good...
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Joined: Nov 2004
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Moderator-ESI - Executone
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Moderator-ESI - Executone
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Ok, I really Like ESI...Maybe, ' Quirky ' wasn't the correct thing to say. I'm going to Stop here.
I can see the light at the end of the tunnel..
Retirement 2019 ( It has happened )
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Joined: Oct 2005
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Perhaps "Unique" would be a better word to use in that statement.
Hey, we are technicians! None of us ever claimed to have the writing skills capable of publishing a best selling novel, not counting Ed of course.
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I like "Works as Designed"
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