Two ACDs on One Station 1

[yngin]

I was wondering if this is possible. We have the built in ACD system that release 23.35 has. Meridian Mail handles the mailbox.

Basically what we need is two ACDs one that goes directly into our agents queue for answer, and then another queue that has rollover capability after three minutes if they aren't answer by our agents.

If this isn't possible, does anybody have any suggestions?

Thanks!

 

[a12ozbottle]

I think what you are wanting is multi queue login where you can have one agent answering 2 queues. I am pretty sure you have to have contact center or meridian max to do this.

 

[acewarlock]

Where do you want it to rollover to MM? If so you can do that.




This is a Signature and not part of the answer, it appears on every reply.

This is an Analogy so don't take it personally as some have.

Why change the engine if all you need is to change the spark plugs.

 

[yngin]

I think a12ozbottle answered my question about our system's capability.

I need to distinguish two different call types and have one of them rollover if they have been waiting for more than three minutes.

Currently we have it set that our agents answer one type of call and the other calls come night call forward to the outsourced company.

If you have any suggestions that are cost-effective (as we don't have a lot in our budget to upgrade) it would be greatly appreciated.

 

[PERRYPJ]

I've done it but only with analog lines,Nortel makes a Aastra 9120 Phone (2 Line)the only draw back is thaqt the agents need to use spre codes to log in and out.


OLD ROLMEN WORKING ON NORTELS

 

[MossEng]

I'm assuming after 3 mins you need to forward to an external number.

If you have the EOVF pkg (178) and MMail, then this is a possible solution

Create 2 Dummy Queues for your 2 Seperate Numbers.
Instead of defining NCFW create NACD night tables instead.

For the first Queue create an NACD night entry of your answering queue after 0 seconds.

For the second Queue create an NACD night entry of your answering queue after 0 seconds and a second entry to MMail after 180 Seconds.

In MMail create a Menu in which all options call the external answering service, and assign this to the Dummy Queue Number.

 

[johnpoole]

do you have symposium? real easy with scripts.. do-able as posted but your pushing the limits of basic acd..

john poole
bellsouth business
columbia,sc