ACD agent ring pattern and reporting

[ddickenson]

Well I always try to read before I post but I guess I've been looking in the wrong places.

I'm trying to change my ACD queue from a round robin type scheme for ringing the phones (only 5 of them) to a ring all scenario. I want all (idle) phones to ring when a call comes in and whoever picks it up first to get the call. Also I've been in ld 23 in the SCB and tried to set it up as best I could understand, but I don't know how to tie it to a TTY to get the printouts of the report. Ideas?

 

[KCFLHRC]

That's not how ACD works, round robin. You can however remove the ACD and do an MCR key and that will do what your looking for. This however will not allow any reporting.

 

[ddickenson]

Ok, I have about Zero experience with Nortel ACD. I'm just going off experience with Asterisk call queues where you have the option to ring all available agent phones at once.

We're trying to combat users putting their phones on "not ready" and calls just sitting out there.

The department head of this area wanted to take the make busy and not ready keys away from the users but wouldn't that make it so that they couldn't log out at all? Is there a way for supervisors to log agents in and out manually? I was thinking if they are always on then you have the possibility of someone being out sick one day and then no one is able to get the calls that come to them because calls don't ring on all phones. MCR is Multiple call ringing right? would go on the line key where SCR normally would? That would do away with my RAN stuff too I think.

 

[KCFLHRC]

The Basic ACD is not real robust, sounds like you have some employee issues also. Yes, MCR would do away with your RANS