ACD

[AdminSL1]

I have a system SL1 with a acd queue. Is there possible that if an agent does not answer we can turn over the call to the beginning of the acd queue. So that another agent answers its place.

Thank you

 

[bigindian65]

yes on the queue in ld 23 Return to queue and wether you want that agent to go to NRD or MSB

Mato' Was'aka

 

[bigindian65]

RTQO (NRD)
MSB

RTQT number of rings before back in Queue

Mato' Was'aka

 

[johnpoole]

yes

look at RTQT and RTQO... the 1st is the number of rings the second id either nrd or msb... call goes to next ava agent

john poole
bellsouth business
columbia,sc

 

[johnpoole]

i hear an echo... answered a phone call while i was typing.. came in third in a two man race...

john poole
bellsouth business
columbia,sc

 

[bigindian65]

I like to see you confirm answers John. I usually wait for that prior to adding to bigindian NTP's

Mato' Was'aka

 

[AdminSL1]

It's working!

Thank you

 

[johnpoole]

thanks, you don't need much confirmation...

john poole
bellsouth business
columbia,sc

 

[cs2427]

YOu can do the RTQT however, it does not go to the beginning of the queue. It goes in and becomes the last to get answered.