sundance-communications.com/forum Forums Other TDM Phone Systems Executone-Isoetec Telephones & Systems ACD Calls Keep Coming In!

On an IDS 432 system, when an ACD agent is on an incoming ACD call, sometimes a second ACD call will ring in to the agent's phone. I don't know why this would ever be desired, but is there some option or configuration that would allow this to happen? Does anyone know of a reason why this would happen? Thanks, in advance, for any clues.

--Andy

I've NEVER seen an agent get a second call that was truly delivered via the ACD. A second call CAN be delivered via DID or transferred from auto attend or another staff member. But never from ACD. Can you reproduce?
Mike

Not at will. It's happened semi-regularly since I installed this system a couple of years ago.

Today, it happened while an agent had his first call on hold. The agent said four new ACD calls tried to ring in, but he ignored them, and they rang to the next available agent. His phone said "busy out" for 30 seconds even though his initial ACD call was still on hold. (I have that option set to 30 seconds).

There's no auto-attendant. The agent claimed it was another ACD call with the DNIS displayed on his phone. Although I've never seen it happen, I've had many agents tell me the same thing over the past couple of years.

Are they Logged into 2 Groups?

look at the primary and secondary groups in ACD agent screen

I would guess that it happens when an agent puts a call on hold - system sees the agent as available and delivers another call. You could
1. Mute instead of hold
2. Have agent use Hold and Unavailable at same time...
Mike

Andy,

What software level?

Which ACD option are you using?

I would like to try to duplicate.

Does line ring directly to ACD group? or it forwarded to ACD group?

Thanks for all the help. To answer all of your questions...

It has happened to agents in one ACD group as well as agents in multiple ACD groups. The software level is Eclipse 2.5.1. The ACD option is CACD500. During the daytime, virtually all calls go to an ACD group that never has agents. After hearing an announcement, all calls are queued up in one of three other ACD groups (that does have agents).

It might also be worthy to note that all calls come into the IDS via 108 DS0 channels and are routed according to their DNIS digits. Thanks again for your assistance.

Are you using any line ID's for your DID (DNIS) call routing?
This is found in your "Y/A" screen.

Yes, the incoming digits are translated to a Line ID. I then have the Line ID's programmed in the System Programming (B) screen to route to an ACD group with no agents so that the callers will hear an announcement before being routed to an agent.

Check your "H" commands for day\night ring
for the line ID.
Make sure you have no stations listed.
If you need the command list, let me know.