Hopefully a simple ACD question - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

schro · 04-04-2006, 04:07 PM

Hey guys,

Is there anyway to make a call jump back into an ACD queue or jump to another agent after a couple rings?

For the life of me, I can't figure it out.
I have a 11c with the basic ACD on it.

slagburn · 04-04-2006, 04:22 PM

Define 'jump'... there is overflow and depending on how you set it up you can have calls 'jump' between queues.

hoizy · 04-04-2006, 04:26 PM

Are you talking about RTQT. It defines how many ring cycles before putting a agents phone into not ready and returning the call to the queue.

schro · 04-04-2006, 04:48 PM

I think Hoizy has the answer.
For some reason, that prompt isn't in my books...

But for Slag,
I want a incoming call to move to a different agent in the ACD queue if it isn't picked up in 4 rings. I.E. An agent forgets to put their phone in not ready mode.

schro · 04-04-2006, 05:12 PM

Your the man hoizy!

One other question:
Can you set a limit to how many people it will try before going to VM?
Luckily, this one is optional. More for the customer's sanity than the agents.

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