ACD Agent Forwarding Calls While in Available Mode

[FormerProgrammer]

Is it possible when only 1 ACD agent is logged in, and in the available mode, to forward calls to another extension and the ACD calls actually forward? In case you are wondering, they have a serious staffing issue for a 24/7 operation and want backup as needed (infrequently) for the single agent.

 

[Stinney]

If you are using vector programming, before you queue it to the first skill put in a conditional step:

goto step XX if available-agents in skill X <= 1

In the step that you goto, queue to a different skill, or route-to another VDN that routes to a vector that will skill the call, or route-to off-site number, etc.


- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[FormerProgrammer]

Thanks Stinney. Perhaps you can confirm/answer a few other questions I have:
When administering MCH Forced many with EAS Call Distribution:
1. The limitation to the number of forced calls an agent can receive depends on the number of idle station line appearances, correct?
2. With multiple agents logged on to a skill with the MCH Many Forced calls and agents having the same Skill Level 1, is EAD-MIA the best distribution method to use?
3. With 2 agents logged on to the many forced skill, 1 agent with many forced as Skill Level 1 and the other agent having many forced Skill Level 2, will the SL 1 agent receive their maximum number of forced calls before the SL 2 agent receives a call?
Will calls only go into the queue when the SL 2 agent is max’d out with the number of forced calls it can receive, and is EAD-MIA best to use in this scenario?