Call Park with ACD

[reconrex]

Thank You in Advance for any help, you guys are awesome!

I have a MICS 6.1 with a Call Pilot 150. It is a doctors office with three agents logged into the ACD. They were having a problem that calls were not coming out of the ACD.
As I troubleshot I noticed that the agents had forwarded their calls to each other when they left the area. I logged them out and logged them back in and the ACD appeared to be working fine. I read the Call Center troubleshooting section and it says that logged in agents must not use, Call Park, Call Forward and DND and a couple of other features while logged on. The Call Park feature is pretty much a necessity since they have blocks of PRI lines coming into the office and they are actually DID lines that I cannot assign to all of the phones, when I did assign to phones they came up as incoming lines only. Is there a way around the call parking issue other than Transferring to locations. This is not an option at this location. Again thanks for any help in advance.

Rex Icard
Communication & Security Manager
Select Tel Systems

 

[jerryreeve]

try parking a call from an active agent's position and see what happens when the park times out. I think the concern is that the call will come back to an active agent call (pure surmise on my part). If you se-up SWCA buttons on phones you can keep an eye on parked calls and recover them before they time out.

this is just an idea to try I have no idea if it will do the job but until someone else comes up with something better give it a try.

JerryReeve
Communications Systems Int'l
com-sys.com

 

[reconrex]

Thanks I'll give that a shot. Also, I talked to the ladies in the phonecenter and the apparent problem has been that the parked calls do not come back to the agent that parked them and they thought that the park number had changed so that the doctors retrieiving the calls would be picking up the wrong call.

Thanks for the help.

Rex Icard
Communication & Security Manager
Select Tel Systems

 

[jerryreeve]

With SWCA the call can be re-parked on the same number

JerryReeve
Communications Systems Int'l
com-sys.com