sundance-communications.com Forums Telephony Discussion Phone & VoIP Systems Inter-Tel Telephones & Systems ACD Queston

I need help with an Eclipse 2 version 6. I am using ACD for a small appoint line (10 agents). Occasionally all agents will log out of the ACD group and calls sit in queue until an agent logs back in. What can I do to route calls to another group or phone if all agents are not logged in during normal business hours?

Thanks

Tony

unfortunately, there is no intelligence on the core system that will reroute the call based upon availability. 2 options: build a shorter recall timer in this group or use a STAR app that routes calls based upon time of day. There are advanced CTI applications that will allow you to program rules based upon AD criteria to move calls around.

Thanks for your response. I will have to come up with a plan to apply the recall earlier. I am alread using CRAs and STARs to meet most of their needs. The bad thing is the agents seem to have the freedom to leave their position when they want and then they claim the system is not working. The have the call center server site for monitoring and reports but now they really don't seem to want to use it.

Thanks again for you help.

Tony

Depending on which version of CCS they have, they may be able to track when their folks come & go. Also, if you add Intelligent Router you can create rules that will perform automatic rerouting of calls if no one is logged in. Good luck!