ACD

[BK5426]

Morning all,
Here is the sitution. Have an 8 agent ACD that flows through the symposium working fine. New manager want to make a change where he wants all calls presented to this group to ring on everyones phone so all 8 agents. I thought about this and cant come up with a fixer. He want the reporting to stay in place> so is there a way around. Do i point the acd number to a MCR DN and add the appearance? would that even work. HELP....lol Thanks

 

[Tman45]

You should be able to modify this with Call Presentation Class in Symposium/Contact Center. Our All_Agents Class forces the call to the agent with a ding and we have another class for a specific group that rings until the agent decides to answer. CPC is under Configuration in Contact Center - I can't really recall if it even exists in Symposium but I think so. Might be under a different category.
I think you set it for Return to Queue and then we defined 18 seconds.

 

[MJJ18MIKE]

Hope you don't mind me over simplifying this from a symposium express angle. It's an idea that you may be able to adapt to the "big" symposium, which I'm only starting to work with. (Just joined the forum today). I had a customer who wanted something similar in that the staff didn't want to be "agents" in a call centre type environment, but he did want an idea of what volume of calls were coming to them. I put them all in a queue with the no agents available option being the MCR. They were all agents as far as Symposium was concerned, but weren't logged in. When calls were presented to them during the time that they should have been there, symposium followed the route to the MCR. They all got the call and the manager still got the stats.I'm sure that this could be mimmicked in scripting in the big Symposium. (Just an idea).