can we limit number of calls in an ACD Path (queue)? 1

[danramirez]

Hi guys,

System is CXi running MCD5.0 with ACD licenses.

This customer has 8 BRI links to the Central Office (16 channels total) and have programmed an ACD path where calls are answered by three Agents.

They don't want more that 6 calls to be waiting in the queue at the same time, and they want the 7th to go straight to an alternate answering point, may be a RAD of Mailbox.

Is this possible? How?

Thanks in advance, regards,

Dan.

 

[Mitelmatt]

Are you using contact centre manager with interactive contact centre?

 

[bobcheese]

I believe you can use intelligent queue to perform tasks/routing based on the number of people in the queue but I don't think the 3300 will do this on its own.

 

[kwbMitel]

System type?

Trunk type - and if digital - NSU or Embedded?

**********************************************
What's most important is that you realise ... There is no spoon.

 

[danramirez]

kwbMitel,

System is a 3300 CXi MCD5.0, using Quad BRI MMC Embeded. Trunks are BRI Euro ISDN.

Regards,

Daniel

 

[bearvalley]

If you are an Enterprise licensed system (aka IP Networking) then the old IP trunk loopback trick will do the job. Just limit the number of calls allowed via this dummy route.

 

[danramirez]

Bearvalley, can you be more specific? Yes system is enterprise.

Regards,

Daniel

 

[kwbMitel]

Setting IP Loopback trunking is explained in the help files.

You can configure a maximum amount of trunks that can use the route.

As long as ALL calls enter the queue via the loopback then the limit will hold.

@BearValley - I had not considered this method before. There have been several posts asking for ways to limit calls where this might work. Well Done - Star for you.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[danramirez]

thank you kwb

 

[LoopyLou]

Carrier might also be able to set limits on calls to a DID that would point to your ACD pilot

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.