Option 11 ACD question.

[optionman]

In the pbx you can change FORC in LD 23 on and ACD queue to either yes so that you cannot use a phone until you are logged on or no so you can use the phone whenever. I have this feature set to no so people can receive calls and such on there SCR key but calls still only come through when the agent is logged on. Can some tell me what is over ridding this feature???????

 

[jamie2]

Change your RDNA prompt. Forc is not the correct prompt.

FORC (NO) YES Force
Calls are forced to arrive in answered state. When
FORC = Yes, the call arrives on Key 0 (in-calls key)
in an answered state. Headsets are recommended
for this option.

 

[acewarlock]

a Personal DN will always work, logged in or not.

 

[johnpoole]

i thought there was a prompt for that, allow calls from the sdn? your right, that is for an on hold condition.. best bet, remove the scr key... then agents can do the job of taking inbound calls.. we added 4 hot keys to our agents at one site and they could call those 4 numbers.. they didn't get paid for inbound personal calls or outbound calls at all. the hot keys were security, supervisor shipping etc.. er calls from home went to the shift supervisor and the agent could log out and co to the office to take the call... not real happy campers in the acd pool but someone else made that call.. the agents at that site (over 1000) were paid for logged in time.. they did get two breaks and a lunch, most of them never left the desk... averaged over 600 calls per agent perday.. prior to installing the nortel with symposium, just over 200.... reduced the workforce by 40 percent and still doubled revenue,,, management loved me, agents were not that happy about having to do the job they waited in line to apply for

john poole
bellsouth business
columbia,sc

 

[optionman]

Thanks for the help.