ACD Question

[jag1046]

Is it possible to set the order of the ringing of the sets in an ACD group?




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. >>>>>

 

[wdhb]

not with basic acd packages - try symposium

 

[absinthium]

I'm sure if you change the priority level of the ACD set, this orders which sets the call in the ACD queue go to first if available.

REQ: chg
TYPE: <set type>
TN <set TN>
ECHG yes
ITEM pri (1-32)

The lower the priority value the higher the priority.
(ie. PRI 1 will take calls over a set with PRI 2)

Hope this helps...

 

[johnpoole]

absin.. what package do you have to have to get that prompt? wdhb is right as far as i have ever seen, with symposium you do skill set routing so it's made to handle that type of routing. you can have mult acd groups, group one takes all calls (1-2048 agents) and then overflow to the back up group. that would give you a degree of routing control

john poole
bellsouth business
columbia,sc

 

[wdhb]

absinthium are you thinking of the "ACD call priority" feature. I believe this has more to do with with prioritising calls transferred from a q by an agent to another q