Many thanks for the quick reply. :) I am using 4.4, actually. Is there any reason NOT to upgrade?
Regards, Aaron On Tue, Oct 2, 2012 at 3:38 PM, Gerald Drouillard <gerryl...@drouillard.ca>wrote: > On 10/2/2012 3:04 PM, Aaron Carlson wrote: > > Hi folks, > > I'm hoping someone might have a minute to explain some call weighting > scenarios to me. > > I'm trying to set up the following situation : > > I have an ACD queue with 9 agents in it, plus a manager who should only > get a call if all agents are busy. > > In theory you could have 2 queues with the first circular/longest idle > queue having an overflow to the queue with the manager in it. Just test it > out in your environment though. In 4.4 there is currently a bug in the ACD > overflow if someone is logged in and does not answer an outside/bridged > call. The call will stay stuck in the first queue, > > > > I'm not certain what hapens if I set it up with circular, rather than > longest idle. If I have it set to circular, and agent #4 is next in line, > but is currently set to 'do not disturb', I presume it skips to agent #5, > but what happens when they come back in? Are they slotted in for the next > time it comes around, or does the system retroactively slip them in to take > the next call before agent #6? > > With the ACD you can log in/out by dialing *88 or *86 by default. > > > Also, I want to set things up so that there's one agent that's in the > queue, but only gets calls if all other agents are on a call or on DND. Is > there a way to do that? > > If all the calls came from the ACD. The current ACD has no knowledge > about calls that came in some other way or the the agent is making a call. > > Would that be to create a hunt group with that single agent as the target > (with a voice mail if they are dnd) or would it be to create a separate > queue as the overflow with that single agent as the target of the queue? > Can I set it to only overflow there IF that agent is logged in, and > otherwise have the call stay in a holding pattern? > > Hunt groups are pretty good for small groups but lack the "circular" or > "longest idle" abilities. It also lack the ability to keep the user on > hold until the next available agent. > > > Should I be using hunt groups instead? > > For a small group I use: > > - call comes in to a hunt group > - if no answer roll call into a AA and give the caller a chance to > leave a message > - if they don't want to leave a message transfer to an ACD. > > > > My apologies for the detailed nature of the question, I'm trying to set > this up and am both impressed and a little overwhelmed by the complexity of > the platform. > > > -- > Regards > -------------------------------------- > Gerald Drouillard > Technology Architect > Drouillard & Associates, Inc.http://www.Drouillard.biz > > > _______________________________________________ > sipx-users mailing list > sipx-users@list.sipfoundry.org > List Archive: http://list.sipfoundry.org/archive/sipx-users/ >
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