Line limits for multiple ACD queues 2

[ACooperman]

Hi guys,

Our call centre runs multiple ACD's and we are doing a trial of a new system whereby we take all of the calls for our stores. We want to make sure that if this new trial was to get flooded with calls it would not take all of the lines used by our sales department.

Is there a way to limit the number of lines usable for each ACD ?

thanks in advance
Adam

 

[bigindian65]

You could breakup your inbound trunk group and the dnis that goes to it.

Mato' Was'aka

 

[ACooperman]

any chance of a step by step on that i am no expert i am afraid.

 

[GHTROUT]

I knew I'd seen a number of posts on this in the past - you might find this one valuable:

http://groups.google.com/group/comp...+an+ACD+que+on+a+DID...&#doc_7c6d3ef856d3f86f

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[GHTROUT]

Specifically, this text by Colin Longman

What you can do though is send the call to a CDN first. Program the CDN's DFDN (default
DN) to be the ACD queue and, program the CIEL limit of the CDN to be the maximum number
of unanswered calls that can be waiting in the ACD. Calls above this number will be
given a busy.

Using IDC, point your DID's to the new CDN's and you're done. Your external callers
(those taking up trunks) can now be limitted and, your internal callers still call
the ACD DN that they always have.




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[ACooperman]

Thanks a lot i will have a read through all of the posts when i have a little spare time. I really appreciate the speedy response, Star time

 

[bigindian65]

I did it the lazy way I guess, on a trunk group of 4 T's, I only wanted to allow one of these customer's 48 calls in queue, so the local COT took care of the routing for me with no effect on my trunk group or other customers to me.

Mato' Was'aka