Author Topic: ACD Call Queue Question  (Read 2041 times)

Offline JasonTL

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ACD Call Queue Question
« on: January 30, 2015, 11:25:03 AM »
I am trying to help a customer with an ACD group. They have one group the has 5 members, if they are all on the phone currently, the caller hears on hold music and is queued until a line becomes open. The other group appears to be set up the same way. If all members are busy the caller hears a busy signal instead of the on hold music. I have stared and compared the best I can and don't really see any differences?


Offline pmhaynes

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Re: ACD Call Queue Question
« Reply #1 on: February 02, 2015, 11:47:50 AM »
have you compared ACD paths as well?

Offline JasonTL

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Re: ACD Call Queue Question
« Reply #2 on: February 04, 2015, 11:32:16 AM »
I have compared paths, I don't see any differences so far?

Offline ralph

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Re: ACD Call Queue Question
« Reply #3 on: February 04, 2015, 01:02:50 PM »
Is it using the exact same group but different paths or is it unique groups and paths?

Ralph

Offline JasonTL

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Re: ACD Call Queue Question
« Reply #4 on: February 04, 2015, 05:48:57 PM »
It is different groups and paths. I am trying to stare and compare the settings, but don't see anything different.

Offline boycey9

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Re: ACD Call Queue Question
« Reply #5 on: February 05, 2015, 06:35:24 AM »
How are you testing this, please give examples of number you are dialling etc as a Path should not give busy tone back.

Offline ralph

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Re: ACD Call Queue Question
« Reply #6 on: February 05, 2015, 08:17:21 AM »
Try putting the same group number in the path.

Ralph


 

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