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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: gimitel on November 05, 2012, 11:14:20 PM

Title: Ring Time for ACD Agents and overflow to another ACD Group (Mitel 3300)
Post by: gimitel on November 05, 2012, 11:14:20 PM

Mitel Friends,

I programmed an acd path and i want that the phone rings at every acd agents 4 times and that it must overflow to another acd group 2 when all agents in the acd group 1 is busy or logout.

Can someone help me out?

Gimitel

Title: Re: Ring Time for ACD Agents and overflow to another ACD Group
Post by: ralph on November 06, 2012, 06:01:40 AM

Set path 1 to overflow to the second group.
Then program a second path that only contains group 2.
Set path one to ring to path 2 if path 1 is unavailable.
Also be sure that in agent group 1, you do not select the option to queue to the group if all agents are logged out.

The timers control how many rings before overflowing to path 2 is in path 1.

Ralph