Messages

1

Mitel MiVoice Business/MCD/3300 / Re: ACD Routing to another ACD path/Group?

« on: May 22, 2019, 08:30:34 AM »

My next question:

does the interflow timer need to be greater or less than the queue timer for the first ACD path or does this timer not play any role in determining how the calls move from the queue to the interflow?

2

Mitel MiVoice Business/MCD/3300 / ACD Routing to another ACD path/Group?

« on: May 21, 2019, 02:41:10 PM »

Hello All,

forgive my ignorance as i was searching for this but couldn't find anything pertaining to such a topic within these forums. i've tried other resources but have found nothing on how this may work.

what im facing is:

two ACD groups, group one receives the call, but no one is logged into that ACD group, so therefore it needs to roll to another ACD queue via a path i would assume inside of the phone system. i've tried doing this via call-rerouting and i've also tried to do this via ACD overflow agent Skill groups. at first i thought it was a timing as the queue times were obnoxiously high. that didn't work when i dropped the timers down to about 15 seconds. these ACD paths are pathed to ACD agent Skill groups.

I guess my question is, if i want to route any calls that don't get answered from one ACD group to another ACD group, how would i go about doing that? the phone system in question is a Mitel 3300 ICP system, however it is on an older version...5.1 i think? (don't quote me)

 
if there is other information that might need to be here that could be relevant to the question, ask away! i'm not exactly sure what information everyone needs to be able to toss this question around.