ACD 3300

[Mitel999]

Hi there

Is there anyway you can assign a ACD path number or ACD Group number under a key?

Any help will be greatly appreciated

 

[slapin]

And how it suppose to work? Could you give an example of expected effects? ACD stands for AUTOMATIC call distribution. Which means that a human is not involved in the process.

 

[kwbMitel]

No, you cannot have key appearances of paths or groups.

What are you trying to accomplish?

3300?


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[Mitel999]

basically what the customer has is two paths. one has higher priority than the other. So what they would like is,if there were more calls queuing on the lower priority path,They would like the ability to answer these with a key

Any help will be greatly appreciated

 

[kwbMitel]

One thing that comes to mind is for the agent to have a separate login to only answer calls from the lower priority queue. This would require the agent to logout and back in.

You could also create a 3rd path with high priority that the lower priority Q interflows to after a timeout period. Whether you make this q equal or higher priority than the existing high priority Q is up to you.

Both of these options will make a hash of any reporting you do (Prairiefyre)

*******************************************************
The secret to success is knowing who to blame for your failures.

 

[Mitel999]

Thanks for the input. I have already explained to the customer about redirecting to another path and having two agent ID's but this is not expectable. They want what they been sold by the salesman.

 

[paterson]

Have the salesman do the programming then. hahaha

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[slapin]

Looks like they want MCD system (manual call distribution). Key system emulation will fit their needs. Create bunch of buttons and put it in the hunt group. Get all the calls parked to the buttons of the "Key system" and get "Agents" to retreive those calls.

Normally you should plan your shift so there is an acceptable waiting time for your customers even in the queue with the lowest priority.

I just called one of the agents and ask what they do in this situation and they said that you can park the current call and ACD will push another call from the high priority queue. Later on you can retrieve the parked call or ask someone else to retreive it.