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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: traydeezy on November 16, 2018, 08:58:14 PM

Title: ACD ring order
Post by: traydeezy on November 16, 2018, 08:58:14 PM

Is it possible to have calls in an ACD ring in a certain order rather than having it ring to the agent with the longest idle time?

Title: Re: ACD ring order
Post by: sarond on November 16, 2018, 11:23:49 PM

You would have to use skills based routing. It would allow a more linear approach.

Title: Re: ACD ring order
Post by: Dogbreath on November 19, 2018, 07:07:08 AM

Once you've specified an order for the agents to ring in, is there any point in using ACD any more? Could just use a ring group.

Title: Re: ACD ring order
Post by: VinceWhirlwind on November 19, 2018, 07:03:04 PM

Agent Skills make it really easy to direct calls preferentially to a 1st tier of agents if they are available.