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Joined: Nov 2010
Posts: 47
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Member
Joined: Nov 2010
Posts: 47 |
I have a dk424 r4.3, on a incoming acd call when a agent doesnt answer, the call goes to port 000 as a intercept call.
Any help would be greatly appreciated.
Thanks.
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Joined: Nov 2005
Posts: 645
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Joined: Nov 2005
Posts: 645 |
Have you looked in ACD agent settings in the ACD? You should be able to tell the ACD what to do with a RNA call. The agent is available bu away from the desk correct?
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Joined: Nov 2010
Posts: 47
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Joined: Nov 2010
Posts: 47 |
Yes, The agent walks away and doesn't go unavailable, it looks like prg. 14-5 sets what to do with a agent RNA. I set that for another acd group but the call still goes to intecrept. Is there a different program I should be looking in?
Thanks for the reply.
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Joined: Jun 2003
Posts: 3,273 Likes: 1
Moderator-Toshiba
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Moderator-Toshiba
Joined: Jun 2003
Posts: 3,273 Likes: 1 |
When all agents are unavailable, the ACD call is routed based on either programs 14-5 or 14-6. By default, it uses 14-6. Turn LED 4 on in prog 10-4 if you plan to use prog 14-5. By default it is off which means it uses prog 14-6. And by default, prog 14-6 has the destination of port 000.
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Joined: Nov 2010
Posts: 47
Member
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Member
Joined: Nov 2010
Posts: 47 |
When all agents are unavailable, the call does route correctly to another acd group per 14-5... what doesnt work is when a agent doesnt answer a acd call it is routed to port 000 and says intercept on the display.
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