This is my first time posting, please go easy on me.
I have an ACD que with 6 TN's in it. They were all 2616's but I replaced one of them with an IP phone, an 1140.
My understanding is the incoming calls should rotate through the available agents, however the IP phone is getting a higher volume of calls than the other agents.
DN 3521
TYPE ACDN
ACID 3591 TN 012 1 01 00
ACID 3593 TN 012 1 01 01
ACID 3595 TN 012 1 02 05
ACID 3594 TN 012 1 01 03
ACID 3596 TN 012 1 01 07
ACID 3592 TN 240 0 07 08
I programmed the keys as follows:
KEY 00 ACD 3521 0 3592
AGN
01 NRD
02 DWC 3521
03 SCR XXXX 0
04 SCR XXXX 0
05 MSB
The user with the new IP phone is complaining that they are getting more calls than the other agents.
Did I miss something? Is this possible, to mix an 1140 in with the 2616's?
Thanks for the help!
I have an ACD que with 6 TN's in it. They were all 2616's but I replaced one of them with an IP phone, an 1140.
My understanding is the incoming calls should rotate through the available agents, however the IP phone is getting a higher volume of calls than the other agents.
DN 3521
TYPE ACDN
ACID 3591 TN 012 1 01 00
ACID 3593 TN 012 1 01 01
ACID 3595 TN 012 1 02 05
ACID 3594 TN 012 1 01 03
ACID 3596 TN 012 1 01 07
ACID 3592 TN 240 0 07 08
I programmed the keys as follows:
KEY 00 ACD 3521 0 3592
AGN
01 NRD
02 DWC 3521
03 SCR XXXX 0
04 SCR XXXX 0
05 MSB
The user with the new IP phone is complaining that they are getting more calls than the other agents.
Did I miss something? Is this possible, to mix an 1140 in with the 2616's?
Thanks for the help!