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Posted By: erniejoey ECS ACD Night Mode - 03/16/10 04:50 AM
On a ECS I programmed a ACD Group Night Button but it is not following the call sequence table. Seem's like it is not changing mode's. I tried changing different destinations but it still does not work. Any help would be greatly appreciated.
Posted By: JBean3329 Re: ECS ACD Night Mode - 03/16/10 04:20 PM
It can depend on HOW the calls are routed to the ACD group to start with. If calls are routed directly to ACD groups in system programming, your day/night scheduling will work. If calls are transferred to the ACD group by an auto attendant, day/night programming likely won't behave the way you want it to.
Posted By: ming Re: ECS ACD Night Mode - 03/16/10 04:46 PM
During ACD night mode, log-in a agent and try if the call can be answered by the agent. Then make sure all agents logged out and call see if call obeys sequence table(s).
Posted By: VCE Re: ECS ACD Night Mode - 03/18/10 12:13 PM
Your issue depends on the software version of the ECS. If it's 4.x or higher, there's a setting in ACD - Group Data- Xfer Calls NT and Xfer Calls Day. Make sure the Xfer Calls NT points to the Night Call Sequence table. This will handle calls transferred by any PBX extension including automated attendant. In versions prior to 4.x, transferred calls can only be directed to one Call Sequence table (normally the day table).
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