ACD Group not working

[jjohnston20]

We are having trouble with an ACDII group. We transfer people to 3995 which is supposed to put them into a call group, so one of 6 people can answer, and we can track the call etc. But now when we transfer them to 3995 it just rings and rings and rings. Below is a screen shot of the group.

 

[jjohnston20]

Lets try that again, only bigger...

 

[RotaryDialTommy]

You need to add agent ext numbers to the agent group .

 

[caknfd]

The agent group assignment should be 3990 thats why it doesn't show you the 6 agents. My guess would be is the recording device 2996 is out of service (in DND) the call is probably queueing to the group but since the recording is not picking up the caller will just hear ringing until answered. Check the recording 2966 may be a hunt group or may just be a single extension and make sure it is working (Call 2966 it should answer with the all of are agents are busy message) once or if that is working let us know.

Craig

 

[jjohnston20]

I just called 2966 and I got the recording of all agents are busy...

 

[caknfd]

Change the Recording 1 Delay to atart time down to 00:03 from 00:45 the all of our agents are busy message won't play until 45 seconds into the call causing the caller to hear ringing until that recording answers.

Craig

 

[jjohnston20]

Awesome, that did it!

However, I am being told that when the operator transfers someone to 3995 it hangs up on the person... is that even possible? the Operator is using I believe its a superset 7000? its a full on computer looking thing.

 

[caknfd]

Glad that was it. On the operator transfer issue anything is possible. Now that it is working I would try it youself and see if that is truly occuring.

Craig