Mitel Forums - The Unofficial Source

Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: cdromtom on September 23, 2013, 04:38:17 PM

Title: Acd express agent recall on no answer to original destination
Post by: cdromtom on September 23, 2013, 04:38:17 PM

Hi, My customer using acd express group.
When recall on no answer the transferred call arrives to another acd agent.
The acd agent wants to get the call back to original destination, when idle.
Possible ?

Title: Re: Acd express agent recall on no answer to original destination
Post by: LoopyLou on September 24, 2013, 08:17:30 AM

It is standard behavior that a call directed to an ACD agent that doesn't get answered is re-queued and presented to the next free or idle ACD agent. If you are asking if the call can be held until that first ACD agent ( who didn't answer ) is free then the answer is no.

Title: Re: Acd express agent recall on no answer to original destination
Post by: cdromtom on September 26, 2013, 05:18:47 PM

Quote from: LoopyLou on September 24, 2013, 08:17:30 AM

It is standard behavior that a call directed to an ACD agent that doesn't get answered is re-queued and presented to the next free or idle ACD agent. If you are asking if the call can be held until that first ACD agent ( who didn't answer ) is free then the answer is no.

I asked if its possible to get callback to original transferdestination (Agent A) when incoming external call transfers fr.o.m. Agent A to an extension. Now its arrives to Agent B when ext not answers.