Personal Extension on ACD Agent phone

[DELETETHISACCOUNT]

One of the persons that is setup as an agent on an acd queue wants to be able to work after hours, and receive phone calls on the personal extension set up on their acd phone. Presently phone calls to this personal extension when the person is make busy and not ready automatically roll to that person's individual voice mail. How can I set up the personal extension to ring after hours, when the agent is make busy - not ready, instead of going automatically to voice mail?

TIA,
Dean G>

 

[Nortellian]

unclick msb key.

 

[DELETETHISACCOUNT]

If everyone is logged out of the queue, if the user presses the msb key it makes the queue active, and incoming callers are placed in the queue. This user wants to work after hours, when the acd queue should not be accepting calls, i.e. it's in night call forward mode. If the user makes busy / not ready, calls will not ring into his private extension.

 

[ibceptor]

If that person is logged out of the Queue it should not send calls to them. The MSB key is what is sending the calls to Voicemail. An agent can be logged out and not be MSB.

 

[sandyml]

Keep in mind that MSB puts the phone into a "busy" state. That means that any calls to that phone will follow the Call Forward Busy programming for that set. When you unclick the MSB (log out by pushing MSB 2 times -- first time logs them out but also busies the set, second time is still logged out but phone is idle), then they can receive calls. Unless the ACD Q that the phone is assigned to is programmed to require that you have to be logged in to use your DN key... (print the Q in LD 23; RDNA = YES means that restriction is in place)

 

[DELETETHISACCOUNT]

There doesn't appear to be a RDNA option in the printout of the ACD queue. Is there something else that could be causing the agents in these acd queues to not be able to receive calls on their personal extensions when there is no one logged into the queue?

Just to clarify:
If MSB is on, calls to personal extension roll to voicemail
IF MSB is off, calls to personal extension come in, but it sends calls to the queue into the queue, rather than NCFW.

What I need is when all agents are logged out of the queue, those that are still at their desks, to be able to receive phone calls on their personal extensions.

Thanks,
Dean G>

 

[hawks]

An ACD agent at an ACD telephone can log in and out by toggling the MSB key between the operative mode and the MSB mode.
There are 2 ways that might solve your problem:
1) Use the NRD key and in LD 23 at the SDNB make it NO. This will allow calls to the second DN.
2) You can make them Log Out manually and not with just the MSB key. To do this they would:

To log out, the agent enters the SPRE code plus 97 and goes on-hook. The agent is now logged out, and a standard dial tone sounds when the telephone is off-hook.