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Mitel Forums => MiVoice Office 250/Mitel 5000 => Topic started by: BlackSunshine on April 30, 2019, 09:24:34 PM

Title: Mitel 250 6.3 ACD agent question
Post by: BlackSunshine on April 30, 2019, 09:24:34 PM

What are the options for Agents that don’t answer a call presented to them? Is there an option not to put agent in Auto DND if call is rerouted? Any help appreciated!

Title: Re: Mitel 250 6.3 ACD agent question
Post by: Tech Electronics on April 30, 2019, 09:50:30 PM

BlackSunshine,

By default a newly created ACD Hunt Group doesn't put an Agent into DND if they don't answer.

An Agent only gets put into DND IF there is a number other than 0 in the value next to ACD Agent No Answer - DND Message Number.

Also it isn't rerouted if the Agent doesn't answer it is offered to the next available Agent based on the Search Type and will continue to stay in the Hunt Group until the Recall Timer expires and only if there is a Value listed next to Recall; otherwise the Recall time is ignored.

Thanks,

TE