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my point exactly. We have agents staffed in one queue and when they're busy we need calls to overflow after 6 calls are in queue to an outside vendor (hence the 800 number).

I'm having trouble getting an ACD to overflow to an outside number. The queue that is setup to ncfw to the outside number forwards when dialed directly, but will not forward when we need it to overflow. Can somebody help with the configuration? Any help is greatly appreciated. Here are what...

I think a12ozbottle answered my question about our system's capability. I need to distinguish two different call types and have one of them rollover if they have been waiting for more than three minutes. Currently we have it set that our agents answer one type of call and the other calls...

I was wondering if this is possible. We have the built in ACD system that release 23.35 has. Meridian Mail handles the mailbox. Basically what we need is two ACDs one that goes directly into our agents queue for answer, and then another queue that has rollover capability after three minutes...