Explaination of Rejected Calls 1

[shagilm]

Hi,

I've just received a report from a client who uses two acd queues on his PBX, Sales and Service. Calls are overflowed between Sales and Service. I can see a large number of calls as Rejected on the report.

Can someone explain what "Rejected" means in terms of the MD110.

Thanks,

Shane.

 

[MD6]

Hi,

Rejected Calls refers to calls that receive congestion due to differente reasons such as agents are not ready ou queue positions are not available (queue full). This can be avoided by definig an overflow destination for the ACD group.

Good Work.

MD6