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