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Author Topic: ACD ring order  (Read 1141 times)

Offline traydeezy

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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?
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Online sarond

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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.
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Offline Dogbreath

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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.
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Offline VinceWhirlwind

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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.
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