BCM50 Skillset Busy Tone when Agents Unavailable

[kestral321]

Good Morning,

I am currently trying to configure our new BCM50 to work as our old Meridian Option 11 does.

Simply i need to present busy tone to the customer if all agents are on a call / unavailable (logged out/ make set busy).

On the meridian we could just set a limit on the ACD Queue's CDN - CEIL(0), This setting tells the ACD Queue(Skillset) that it is not allowed to queue any calls if an agent is unavailable but to pass the call through to an available agent. In the instance that all agents are busy, when dialled the number would present a busy tone.

I need to replicate this setup as all of our call queuing is currently performed by a third party external to the company. They constantly poll our incoming line and if the line returns busy tone they continue to queue the call. If the line rings they then forward the call through to us.

As of yet i have found no way to replicate this on the BCM. BT sales insist that it could be done (get the sale)
BT Engineer says might be possible (can't figure it out)

I just find it weird that you cannot limit the number of calls to a skillset as every other phone system i've been in contact with has an option of how many calls to queue.

I understand that the call center will want to take as many calls as the lines can throw at them and that the telco can throttle chanels etc on the incomming ISDN, however this is not a viable solution.

I would appreciate any suggestions on possible work arounds?

Many Thanks

 

[snowman50]

I dont think the BCM can Do that.
i have done a few call centres with 80 agents and have never had to or been ask to limit the amount off calls the skillset is offered.

The BCM has its own Queing greetings and options as the call is presented to the skillset but no busy tone unless the actual lines are busy.

 

[bluemr2]

I think the easiest way to do this is to set the first routing step to transfer to an analog extension and keep the phone off the hook. You may be able to take away all the intercom buttons on the set to generate the busy instead of keeping it off hook. Now this won't stop the call from being answered by the bcm, as it will be answered for the entire time they are listening to the busy signal, but they will get a busy signal.