ACD "last agent does not answer"

[lalrl]

(BC11SP11) In such situation the call comes normally to a virtual queue-position. I think there is a new feature to deflect the call to the position in cdidp. Does it work and how to program?

 

[fcpli]

Do you mean no agents at all (in the group), or is the case that the last agent simply doesn't answer? If the case is the later, the call is lost! There might be a solution for this, but I have to check it. So just tell which one it is.

 

[whosrdaddy]

this is solved in BC12...

http://www.damovo.com

 

[dusyi]

For the german-release it is solved since BC9.
The following solution is from BC11:

2.17 Deflect calls from ACD-queue when the last ACD-agent becomes unavailable
2.17.1 Market requirement
DE-71

2.17.2 Function description
New function: An incoming tie line/public trunk call can exit from an ACD queue to terminate at a predefined internal destination at closing time (last ACD-agent just made unavailable/logoff, or last ACD-agent is forced unavailable when not answering within the predefined time ASPAC : PARNUM=165.

 

[whosrdaddy]

as I said this is solution is released for ALL markets in BC12 : "The feature is generalization of the market unique function DE-71." so this means you must have german AS if you have Pre-BC12 version

http://www.damovo.com

 

[lalrl]

ok. I will test it in my market. Anyone here to send me the patches? md110@gmx.net