ACD report question

[pcutler]

Hi again,

A quick question regarding ACD queues and reports.

If a queue is set up to go directly to MerMail, will calls to that queue show up in the daily report?

If not, is there any way to make them?

Thanks.

Peter.

 

[Guest_imported]

They should show up in the reports with the acd number that you are using to go to voice mail.

 

[Reusser]

If this queue is a dummy queue or all agents are logged out and calles are following NCFW (night call forward) number to voice mail - you will not get peg count of calls to this queue. The peg count will only show up in the voice mail Queue. Call only show for manned Queues

 

[pcutler]

Thanks Guy's

Any way to get around this problem so that I can get a count from the dummy queue?

Peter.

 

[Guest_imported]

Meridian MAX

 

[rhack5565]

In your "dummy" queues, program one agent phone. Log the
phone in and put in NOT READY mode. Program your queue for
timed overflow. (TOFT = Time overflow time), set your OVDN
to the Meridian Mail queue number. I beleive the min. TOFT
time is 2 seconds. Calls will enter the steering queues, ring for two seconds (make sure no RAN defined) then go to mail. Your queues will now register on the reports. Keep
yor NCFW programmed in case the agent sets get logged out.

 

[pcutler]

Thanks,

I'll give that a try.

Peter