Overflow off premise

[Benefriend]

Does anyone know how I can overflow an ACD call off premise to a POTS line? Here's the premise....They want the 1st caller into the ACD group to go to (in-house) agent#1, then the next call to go to (in-house) agent#2, then if both agents are busy (on a call or in make busy mode) they want the next call transferred to a 3rd agent in another building (no tie lines between buildings).
Can this be done? If so, how?

 

[GHTROUT]

If there are only two on-site agents and you want the third caller to go to another site and not queue up for the first two agents, then you do not want ACD.

What you want are two phones with two lines each and a HUNT to the off-site number.

--
Nortel Resources at GHTROUT.com World Famous!
--

 

[GHTROUT]

Well, HUNT and FDN to the off site number.

--
Nortel Resources at GHTROUT.com World Famous!
--

 

[Benefriend]

Why 2 lines on the two phones?

 

[GHTROUT]

You want two people to take two calls. Then when they are busy or don't answer, the call should go off site. The solution to that is two phones, with two lines, and HUNT and FDN to the off-site number.

The question should be "Why would you want ACD?"

--
Nortel Resources at GHTROUT.com World Famous!
--

 

[Benefriend]

Well...here's the back story:

They started years ago with 9 ACD agents, the company whittled that down to 1 agent. So now, they want the 1 remaining agent to handle the first incoming call, then if she is busy or unavailable they want a clerical employee to take the second call. then...if neither of them is available they want the caller to go off prem and leave a message on the off prem vmail if that person is not available.

With your suggestion, if I put 2 lines on 2 phones and do the off premise Hunt/FDN, what happens to the callers that want to talk or leave a "personal" message for one or the 2 gals in the first location? Can I set up the 2 lines on the 2 phones in a seperate hunt group of some sort and still allow callers to the primary DN of the 2 gals in the 1st location to go to their own voice mail boxes???

 

[GHTROUT]

Yes, that can be done. Just MARP the "group lines" using another TN (see my MARP on DATA TN method) and MARP the personal lines to the agents own phones that hunt to voice mail.

To MARP the group lines differently, I use the data TN method

http://www.ghtrout.com/files/MARP_TN_on_Data_TN_Port.html

--
Nortel Resources at GHTROUT.com World Famous!
--