I have a customer with an Option 11C who has calls ringing into ACD 6501. This is set to go straight to AA which does work fine. The receptionist phones (3 of them) have the same 4 DN's (6502,6503,6504,6506) set to SCR on each of them.

When someone press 1 in the AA it rings 6502 on all 3 phones, when that DN is busy it rings 6503 etc.

The issue they are having is that when all 4 lines are busy and someone press 1 the calls do not end up going anywhere.

Would ACD or UCD cure this to allow someone to hold until a receptionist is availabe?
If so can someone explain how to set it up?

I can add more DN's to the phone, but they don't want calls ringing while they are on another call.

Thanks

You could set up another ACD but you'd have to train them to log in and out. Your calls would then be queued and could have some comfort messages playing for those who are in queue. MIght be easier just to give them more numbers in their hunt list and button map them on the sets.

Can I ask how to set up the ACD groups and what they have to do to log in and out?

Thanks