ACD Express - limit queue

[Stevechurcher]

Hi,

I wonder if any one can point me in the right direction.. We have a 3300 using ACD Express with 3 paths currently.. We have 16 lines coming in on a PRI card that get filtered to the paths using DDI numbers. Each path has approx 2 agents.

The problem we have is if one DDI gets 16 calls for example, if locks out the other paths from being able to receive calls.. is there a way to limit (or perhaps overflow?) the number of calls waiting per express path?

Any advice would be very welcome, I have not been able to find anything that answers this yet and do not know enough about it myself!

Many thanks,

Steve

[ghost]

You cant limit the number of calls coming into the queue but you can setup a interflow which fowards calls to a set destination after been waiting in the queue for a set amount of time.

The timer and destination are set in the ACD group (so each can be different)

It is not as complex and flexiable as the options in a full ACD but it should help.

[LoopyLou]

If the PRI was via an NSU there is still the min/max programming that would allow you to limit the number of calls that come in to a dialed number. The other option might be the carrier and having them limit the calls to a particular number.

[Stevechurcher]

Thank you both for taking the time to respond, it is very much appreciated.. I was off today but will take a look tomorrow to see if I can come up with a solution based on your pointers..