« previous next »
Pages: [1]   Go Down

Author Topic: ACD ring order  (Read 1157 times)

Offline traydeezy

  • New Member
  • *
  • Posts: 3
  • Country: us
  • Karma: +0/-0
    • View Profile
ACD ring order
« on: November 16, 2018, 08:58:14 PM »
Is it possible to have calls in an ACD ring in a certain order rather than having it ring to the agent with the longest idle time?
Logged

Offline sarond

  • Global Moderator
  • Hero Member
  • *****
  • Posts: 1405
  • Country: au
  • Karma: +73/-0
    • View Profile
Re: ACD ring order
« Reply #1 on: November 16, 2018, 11:23:49 PM »
You would have to use skills based routing. It would allow a more linear approach.
Logged

Offline Dogbreath

  • Global Moderator
  • Sr. Member
  • *****
  • Posts: 400
  • Country: gb
  • Karma: +18/-0
    • View Profile
Re: ACD ring order
« Reply #2 on: November 19, 2018, 07:07:08 AM »
Once you've specified an order for the agents to ring in, is there any point in using ACD any more? Could just use a ring group.
Logged

Offline VinceWhirlwind

  • Hero Member
  • *****
  • Posts: 899
  • Country: au
  • Karma: +31/-0
    • View Profile
Re: ACD ring order
« Reply #3 on: November 19, 2018, 07:03:04 PM »
Agent Skills make it really easy to direct calls preferentially to a 1st tier of agents if they are available.
Logged

Pages: [1]   Go Up
« previous next »
 

Sitemap 1 2 3 4 5 6 7 8 9 10