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#598025 02/16/16 03:32 AM
Joined: Aug 2012
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Hello,

We have a CIX100 that we are looking to add ACD to (we are also looking at other systems as well). One of the things that we are trying to figure out is related to the ACD Supervisors. From my understanding if a supervisor chooses the option to take calls when logging in they will only receive calls if all agents are unavailable. Is that correct? Our supervisor on duty takes calls just like agents so we don't want them to take less calls than the agents. (This really effects nights and weekends most where there is only one agent and one supervisor. We don't want the one agent on the phone all day and the supervisor only taking overflow. The supervisor should receive calls just like the agent.)

Sorry for the long post but thank you in advance for the assistance!

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In the Toshiba system, that is true that if a supervisor is logged into the Toshiba ACD system and has selected to take calls, that they will only get calls if all the other ACD agents are not available.

You could just have the supervisor log into the system as a regular ACD agent if they don't need the supervisor functions. Logging in by phone would be easy. You could give them an ACD agent login number when they need to be supervisor and a different ACD login when they need to be a regular ACD agent. You will need 1 additional ACD agent license. While I normally associate an ACD number with the user's extension number, they do not have to match.


Moderated by  Carlos#1, phonemeister 

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