atcomsystems.ca/forum Forums Other TDM Phone Systems Iwatsu Telephones & Systems Adix ACD 8.13

I set up a customer with a small call center using ACD. Their calls come in on a PRI, and every thing works great.
Now they want to have 3 agent groups on the same group of lines. I set up a greeting with the options to tranfer to 3 acd groups. The call transfers and rings into an agent, but the next caller will just ring till the agent frees up. The caller will not seem to go into que. The call sequence table is set up the same as like the one that was working with the one group. I think my thinker is melting.

How many agents do you have in each group?

Is more than one agent logged into the group in question?

Are logged agents 'Available' to take calls?

The plan is to have 3 agents in each group. I tested this by haveing first agent take a call then call in to the group. The call would ring and not go into que. Than when agent 2 became available the call rang to them.

When this was set up as one group, calls directed to the acd group in class 25 it worked. I figured this should work if the caller is transfered by the auto attendant.

I have an other customer that has a call sequence table that give the caller a message that they are not open yet and to call back at the said time. No agents were logged on. And sometimes they had one agent working can calls would go into que .

call sequence table data
1) Delay/Answer 2) Imm.Que 3) 0 4)0
1) Auto Attendant Queue 2) 47 3) 1 4) 30
1)Moh 2) System(HWC)MOH 3) 0 4) 90

PM sent