We have a group of ACD agents forwarding calls to another ACD group all set up in Intellicenter and if the call goes unanswered by the second group, it reverts back to the original group instead of going to the programmed Routing Destination set up on the Route Table Content page. Is that the way it is supposed to work for a forwarded call in Intellicenter? It works properly when dialing the second group directly. Thanks.
Tek-Tips is the largest IT community on the Internet today!
Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!
-
Congratulations Mike Lewis on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!
Fujitsu 9600 using Intellicenter 1
- Thread starter mknight20
- Start date
-
1
- #2
The system is doing what it was designed to do. The originating pilot see's the call as unanswered and pulls the call back to the que.
An agent should never fwd their phone. If they are not available to answer the phone then dont sign in. ACD = always chained to desk.If agents dont answer the phone acd is useless.
An agent should never fwd their phone. If they are not available to answer the phone then dont sign in. ACD = always chained to desk.If agents dont answer the phone acd is useless.
- Thread starter
- #3
- Status