Multiple ACDs on one phone?

[kano666]

Hi All,

I have an old Meridian Option 11 phone system which im not exactly an expert with. I have a requirement to set up a couple of new ACD queues and provide reporting on them.

That part I could probably muddle through with by looking at whats already set up but I have also been asked if its possible for agents to log in to either queue from their phone depending on how busy we are?

E.g if a couple of people are sick can an operator decide he/she wants to take calls from ACD 6001 instead of 6002 and log in to that queue

How would I go about configuring this if its actually possible at all?

Cheers in advance

andy

 

[GHTROUT]

That's an often asked question. This discusses/debates it: thread798-1214825 (generally speaking, only one queue per phone without Symposium)

If someone bet me money that I could not get two queues on a phone, I would remind them I could add analog ACD ports onto PVR keys, and get as many queues as there are keys. But that is going well beyond normal programming.

The other challenge is reporting. Do you have a reporting solution? Is it Symposium? If so, you might have some other complicated options





~~
Gene at www.GHTROUT.com

 

[kano666]

OK thats what I thought, thanks for confirming it.

No I dont have any reasonable way of reporting...currently I have a laptop plugged into the tty port that spits out the data periodically into a terminal where its captured into a text file... then I have some excel macros that mung the data into a report format for other people to look at.

Its a mess but it works...mostly.

Is there any documentation available online anywhere regarding setting up an ACD from scratch? I would like to get a better understanding of it rather than just blindly try and copy whats gone before and cross my fingers.