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Mitel Forums => Mitel MiVoice Business/MCD/3300 => Topic started by: JasonTL on January 30, 2015, 11:25:03 AM

Title: ACD Call Queue Question
Post by: JasonTL on January 30, 2015, 11:25:03 AM

I am trying to help a customer with an ACD group. They have one group the has 5 members, if they are all on the phone currently, the caller hears on hold music and is queued until a line becomes open. The other group appears to be set up the same way. If all members are busy the caller hears a busy signal instead of the on hold music. I have stared and compared the best I can and don't really see any differences?

Title: Re: ACD Call Queue Question
Post by: pmhaynes on February 02, 2015, 11:47:50 AM

have you compared ACD paths as well?

Title: Re: ACD Call Queue Question
Post by: JasonTL on February 04, 2015, 11:32:16 AM

I have compared paths, I don't see any differences so far?

Title: Re: ACD Call Queue Question
Post by: ralph on February 04, 2015, 01:02:50 PM

Is it using the exact same group but different paths or is it unique groups and paths?

Ralph

Title: Re: ACD Call Queue Question
Post by: JasonTL on February 04, 2015, 05:48:57 PM

It is different groups and paths. I am trying to stare and compare the settings, but don't see anything different.

Title: Re: ACD Call Queue Question
Post by: boycey9 on February 05, 2015, 06:35:24 AM

How are you testing this, please give examples of number you are dialling etc as a Path should not give busy tone back.

Title: Re: ACD Call Queue Question
Post by: ralph on February 05, 2015, 08:17:21 AM

Try putting the same group number in the path.

Ralph