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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: AhiTuneup on April 30, 2014, 04:22:45 PM

Title: ACD path not handling calls correctly
Post by: AhiTuneup on April 30, 2014, 04:22:45 PM

I have 2 ACD paths that don't seem to be handling calls correctly. A call will come in, be offered to an ACD agent, and if the agent misses the call, it is sent to the message center and the agent is not logged out of their phone. Should an agent miss an ACD call, they should be logged out and the call should be offered to the next available agent.

Any help is appreciated, thanks!

Title: Re: ACD path not handling calls correctly
Post by: martyn on April 30, 2014, 06:42:07 PM

The first part is controlled by the agent's CoS. You need to set them to log out on no answer.

The second part is probably going to be based around the timers that have been configured on the ACD path.