ACD -

[CristianNascimento]

Hi There,

I have a Meridian 11C and a ACD configured with 6 agents (A,B,C,D,E and F). Is it possible to make a call goes to agent E and F only if the others agents are busy or disconnected?

 

[one234]

On the agent set you can use the PLEV option. The higher the number the lower the priority...

 

[CristianNascimento]

Hi,


Thanks for your aswer.
I did this command but didn´t work. Any idea?

Cristian

 

[one234]

Didn't work??????

If you set i.e. 3 sets to PLEV 1 and the other sets to PLEV 2 the calls are still routed to the PLEV 2 sets even if one of the PLEV 1 sets is idle????

If you want you can e-mail me your setup of the ACD Q and the ACD sets so I can have a look in my testlab tomorrow.