When an incoming call to an available ACD agent is presented and the agent does not answer the call it goes to that individual's voicemail. Is there a way to have the call go back into the queue instead of to voicemail? Unfortunately the agents don't always remember to go into an unavailable mode when they leave their desk.
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Siemens Rolm 9751 ACD agent ring no answer to queue.
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Here is the way I dealt with that. Each phone has 2 line keys. One is the ACD line and the other is the personal line. The personal line has voicemail and is the PLINE of the phone. the ACD line is a secondary. Unfortunately you do have to use more expensive phones.
If the call does RNA on the ACD line the system will make the phone unavailable and send the call to someone else. You can't have voicemail or any other forwarding conditions set for the ACD line.
This has been working for me, plus having the boss actually buy into the program and flog the violators has also helped a lot!
If the call does RNA on the ACD line the system will make the phone unavailable and send the call to someone else. You can't have voicemail or any other forwarding conditions set for the ACD line.
This has been working for me, plus having the boss actually buy into the program and flog the violators has also helped a lot!
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