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Direct calls to ACD agents

Mar 15, 2012 02:47 AM PDT
James Kemp
Gas Transportation Company
One of our contact centre's give out their DDI numbers to a customer they are dealing with so that the customer can ring them back directly. If that particular agent is on a call and the customer calls in on their DDI we want the call to go into the contact centre queue because although we would prefer the agent dealing with a customer to answer the call we dont want the caller to wait unnecessarily.

I've read we can achieve this using Agent Queue's but cant find out how....
Apr 24, 2012 02:19 AM PDT
Dennis May
Depending on how many Agents you have, setting up individual Agent Queues can be a lot of work. You are basically setting up the all the call flows functions of DNIS>RP>IRN>Script/Service>Group, but for each individual Agent. A quick and dirty way to accomplish what you want is to set the Agent's Call Stack to '1' on the PBX side and set the BUSY destination to the RP/IRN.

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