Hi all,
Our MCD recently got upgraded to version 6. After which our receptionists complained that they cannot retrieve calls when sending to ACD users and queues.
Our maintenance provider came to check this issue out and claimed that the functionality to do that has never existing, and its not possible.
So to explain, reception receive a call for sales from a customer, send it to the sales queue and the call enters the call waiting, if this isn't picked up after a few minutes reception could retrieve the call and tell the customer no one is available.
Should we be able to do this?
Thanks for your help,
Andy