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Mitel Forums => MiVoice Office 250/Mitel 5000 => Topic started by: wilsonjc on February 27, 2013, 11:53:33 AM

Title: ACD groups
Post by: wilsonjc on February 27, 2013, 11:53:33 AM

Hi All
I have an ACD group (2000) with several members (not agents), if they don't answer the phone in 21 seconds, it puts the phone in DND, all seems groovy so far, however if all the phones are on DND (unlikely I know) the customer still hears ringing for 21 seconds x number extensions.

I would like it to overflow/recall (still getting used to mitel terms) to the group it fails over to after it has tried all the phones.

Is this possible (or more importantly did I make sense?)

Thanks

John

Title: Re: ACD groups
Post by: DND ON on February 28, 2013, 08:21:42 AM

Calls will remain in the hunt group until the recall timer expires, whether anyone is logged in or not.

I've always hated when agents are logged out or put into DND automatically. Makes no sense at all.

Title: Re: ACD groups
Post by: wilsonjc on March 01, 2013, 04:30:54 AM

Thanks for letting me know,

its the wrong answer for me but hey, I'll just get creative !

Thanks for the response.

Regards

John

Title: Re: ACD groups
Post by: NTEDave on March 01, 2013, 12:42:35 PM

Did you try setting up a rule in intelligent router, all your phones extn numbers, condition DND, route to another group?

Title: Re: ACD groups
Post by: wilsonjc on March 03, 2013, 07:16:26 AM

I ended up doing that. seems bizarre you can't do it on the pbx itself, but i guess all pbx's have there quirks :)

Thanks

John