Author Topic: Looking for a solution for on call with ACD and cell phones  (Read 1440 times)

Offline griam01

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Looking for a solution for on call with ACD and cell phones
« on: April 19, 2017, 08:41:29 AM »
We have a client looking for a solution for on call after hours which would queue callers and have them hold while trying an agent's cell phone number.  We have attempted to use EHDU in a Terminal Cascade Ring group but the calls ring through the 5 extensions programmed, even though they are not logged in.  It doesn't actually call the cell phone programmed, but the timer rings the extension for 20 seconds before moving to the next, so if you have 3 out of 5 agents not logged in, you lose a minute of time  It appears that it is looking at the presence status of the extension and if all 5 members are present in the ring group it will still ring them, regardless of if they are logged in or not.  If I make them absent from the ring group, then it will not ring them.  Any suggestions are appreciated.


Offline sarond

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Re: Looking for a solution for on call with ACD and cell phones
« Reply #1 on: April 19, 2017, 09:50:54 AM »
Depending on the version of software you have, external hot desk agents was introduced in MCD 5.0
This sounds like something you are after.

Search for 'External Hot Desk Agents' in the help files.

Offline griam01

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Re: Looking for a solution for on call with ACD and cell phones
« Reply #2 on: April 19, 2017, 10:18:51 AM »
We tried this, but if the agent couldn't answer a call and is the only agent logged in, he is either logged out or made absent and won't get any more calls.  Usually there is only one agent logged in after hours to take calls.

Offline ZuluAlpha

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Re: Looking for a solution for on call with ACD and cell phones
« Reply #3 on: April 19, 2017, 11:22:18 AM »
If this is an after hours thing with only one agent involved, I might consider making the "Queue Unavailable Answer Point" a System Speed call that points to the cell number.

Offline griam01

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Re: Looking for a solution for on call with ACD and cell phones
« Reply #4 on: April 19, 2017, 01:15:54 PM »
It is only one person at a time, but they want the callers to hold for 2 minutes before overflowing to a specified mailbox that is monitored.  Their are 5 agents that are on call, but usually only one at a time, so changing that would have to be done manually when each new person is on call.

Offline ralph

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Re: Looking for a solution for on call with ACD and cell phones
« Reply #5 on: April 19, 2017, 01:44:00 PM »
Building on ZuluAlpha's suggestion, I think you could overflow to a ring group and everyone but the on call person go absent.
Then overflow the ring group to VM.

Ralph

Offline ZuluAlpha

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Re: Looking for a solution for on call with ACD and cell phones
« Reply #6 on: April 19, 2017, 01:59:28 PM »
Building on ZuluAlpha's suggestion, I think you could overflow to a ring group and everyone but the on call person go absent.
Then overflow the ring group to VM.

Ralph

I like that, then users could control who is getting the call and it wouldn't be on griam01 to make the change every time the rotation changes.

Offline ralph

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Re: Looking for a solution for on call with ACD and cell phones
« Reply #7 on: April 19, 2017, 02:45:00 PM »
You'd just need to use external hot desking to conenct to their cells.
Ralph


 

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