sundance-communications.com/forum Forums Other TDM Phone Systems Iwatsu Telephones & Systems ACD Call Limit

Is there a way to limit the number of calls going into an ACD queue? Everything I've seen limits by time in queue rather than by number of callers.

This is for an ECS with version 9.00.

Thank you.

What would you have a call to an ACD group do if not get into the queue?

You can vary things in your call tables to make calls do a few things, but you have to remember ACD is first and foremost about making phones ring in an organized fashion, not exotic routes and call processes.

The customer wants a particular ACD group to route to the attendant if more than three calls are in queue.

If three calls are already in queue, waiting for an agent, the next call will go directly to a person, with no time in queue. In theory, the three calls in queue can wait for service while five or six calls go to the attendant and are serviced, depending on wait times.

A better and more equitable way to handle things would be to set up the call table to route any caller in queue longer than x minutes to route to the attendant. Take care of the caller waiting the longest first instead of allowing a loop-hole caller to jump his place in line.

Or- log the attendant in as an agent in that ACD group with the lowest priority settings so that all other agents must be busy before a call gets routed to the attendant.