ACD Call Group Problem with Agents not logging out

[jag1046]

I have 10 people in an ACD call group and if someone leaves thier desk and does not log out and the next call comes to them it will ring until the end of time. I have been told there is a way to set it so if it is not answered by so many rings it goes back in que and logs the absent agent out. Can someone tell me how to accomplish this please, it would be a big help.


Bill


<<<<< Hi I'm a telephone technician running a test on your telephone lines. To complete the test please dial nine (9), zero (0), pound sign (#) and hang up. >>>>>

 

[sandyml]

Make the change to the queue in LD 23. Set prompt RTQT to a value (number of seconds before it returns to queue) and RTQO to either NRD (not ready) or MSB (make set busy).

 

[jag1046]

Found it in my docs but have an additional question.
You mentioned RTQT value beingin seconds. My docs refer to it being the number of ringing cycles.

So ringing cycles are just the number of times it rings or a time interval?

ALso I do not see RTQO in my printout, I assume I have to enable RTQT first (it is set to 0 now) correct?


Bill

<<<<< Hi I'm a telephone technician running a test on your telephone lines. To complete the test please dial nine (9), zero (0), pound sign (#) and hang up. >>>>>

 

[sandyml]

You got me on that, sorry if I confused things. And yes, I believe that RTQT is the opener for the RTQO prompt.

 

[janaya]

prt the acdn and post here so we can see. if you are using symposium, you can change on the agent.

 

[johnpoole]

sandy is the acd pro, those 2 prompts will not only return the call to que, it retains it's fifo marker so it goes to the front of the que. i found that one in rls 23 and was glad it worked

john poole
bellsouth business
columbia,sc