Multiple ACDs on One Instrument

[Strider53]

I am converting our attendants from consoles to ACD telephones using M3904s with AOMs. The basic ACD queue is for the incoming calls to the facility, linked to 2 CDNs - one for local calls and one for toll-free calls, to go to the ACD queue to which the operators log into.

A contractor wants a CDN for each of four separate emergency DNs, where calls to those DNs are controlled by the Call Presentation Class and are routed to the CDN based on the operators skill set priority. At present, those DNs are programmed as MCR keys on the AOMs.

My understanding of routing calls based on skillset is that it requires an ACD queue. Can calls be routed to a regular DN using CDNs and skillsets?

Thanks!
DanO

 

[bajangsa]

Yes - I gather you have Symposium. Then your ACD queue is just for fallback when the Symposium server is down.

You need in your scripting to queue the calls from one CDN to one Skillset and the calls from the other CDN to another Skillset.

Then assign the operators to one or another Skillset or both as you wish.

A Call Presentation Class is just the working conditions - when a call rings at the Skillset, how many seconds should it ring before returning to the Skillset - Call Presentation does not determine the Call Routing - the script does that.