Mitel 3300 ACD Escape Option

[Atkins80]

HI All

I'm just looking for the answer to a simple question regarding the ACD options hope someone can help....

If a customer is in an ACD queue with all agents busy and they have an option to press 1 to escape, can the customer press 1 at any point whilst in the queue or only while the message is being played?
My knowledge of the Mitel ACD is limited at this point but I know on the Samsung and other systems you can only press the escape option whilst the message is played and not while receiving MOH.

Also can a ACD agent be a Teleworker? the option for Teleworker in Micollab becomes unavailable once you make the user ACD agent.

3300 ver7.2, Micollab ver7.0, MBG ver9.1

Cheers!!!!

 

[kwbMitel]

Second question first, yes, and ACD agent can be a teleworker

As for dial out of queue, the option is configurable in the path options. "Release Digit Receiver After Recording" If set to yes, then the digit can only be pressed while the recording is playing. If set to no, the receiver is maintained for dialing at anytime. There are a limited number of receivers on a system. With high call volumes, you can run out if you don't release them.

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

 

[Atkins80]

Thanks for the info!!! Much appreciated