Basic ACD Question 1

[lundangler]

How do I setup time overflow to a mailbox in Callpilot.

2 agents in bacic ACD Q when both are busy on calls I would like to send the caller after 2 minutes to a mailbox. Can not seem to implement this??????????

 

[bigindian65]

ACD Interflow
To get interflow to work, you need to remove all OVDN entries set IFDN to the required Callpilot number which you appear to have done. But you also need to set OVTH (Overflow by Number Threshold) to 0, and AENI ( Auto Enable Interflow )to Yes.

This will cause all calls when an agent is not available, to go to CallPilot.

interflow - IFDN - will route calls to a nonACD target number. IFDN is tiggered by the number of calls in queue.

Mato' Was'aka

 

[telebub]

For timed overflow you could set the TOFT to 120 (2 minutes) and set the OVDN to the pilot number of the CallPilot ACD queue. (not the CDN) Make sure the CallPilot ACD queue number is in the SDN table as Voice Messaging.

War Eagle!
Lions Baseball '09!