ACD Functionality.

[tommylux]

ACD routes calls to the longest idle agent.

Should a user make an outbound call, they return to the bottom of the list.

Is it possible to route calls to the last person who received an ACD call?

Kind Regards.

 

[kwbMitel]

Design is longest idle, no other options.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[kenny5445]

The ACD is to the last person that received an inbound ACD call not what the ccm shows as longest idle (there is a reg key you can change on the ccm server so it shows the longest since receiving an ACD call.

"ACD calls to a group are routed to the longest-idle agent. Idle time is calculated from completion of an agent's last ACD call. Non-ACD calls are not considered.
"

Thanks

Kenny

 

[tommylux]

Hi,

I have looked in the local machine and current user registry for a client machine.

Just looked in local machine on the server, the closest suggestion i could find is "CallDirectionUpgraded" set to true, located in the "upgraded" key.

Please confirm this is possible.

Managers think that when an agent makes a non-acd outbound call, this would put their phone at the bottom of the list so they dont have to receive any calls.

This is how I thought it worked could you confirm?

Thanks

 

[kenny5445]

Hi Tommy, I'll have a dig about. It was on the server that it needed to be changed and is system wide....