Hello,
We have a mitel 3300 and we make good use of the ACD paths and skill groups but there's just one situation that's causing us problems and I'd love to hear your input as to how you'd solve this situation.
consider ACD path 7000 and 7010.
ACD path 7000's Primary Skill Group ID is 6000
ACD path 7000's Overflow 1 Agent Skill Group ID is 5000 and the users part of Skill group ID are 5010, 5011, 5012, 5013
ACD path 7000's Interflow is 2727 which is a speed call number configured to ring a cell phone of an employee who's on call.
The desired call flow for somebody calling 7000 is:
Ring the members of skill group 6000, skill levels are not in play
If they aren't available (on a call already / make busy activated) then call then goes to the Overflow 1 Agent Skill Group 5000
If they aren't available, the call goes to the interflow which rings a cellphone
The problem shows up when somebody part of Skill group ID 5000 forgets to logout of ACD when her day is over. The calls don't make it to the interflow causing the person with the on call cell not to receive calls. In IT, when we're made aware of this, we remove 5000 as 7000's overflow 1 and we put it back in place the next morning. We're wondering if there's a way to query the system to see who's still connectec with their ACD agent ID. We're aware that we can go to the "Maintenance Commands" section of the web interface and enter the command "LOCATE AGENT_ID xxxx"; however, given that we have several agent ID's and we'd need to manually enter each one to see who's causing the problem, I figured I'd ask here for some help.
thanks!!
