5500 IP Console - retrieve call sent to ACD

[CitySlacker]

Hi all,

Our MCD recently got upgraded to version 6.  After which our receptionists complained that they cannot retrieve calls when sending to ACD users and queues.

Our maintenance provider came to check this issue out and claimed that the functionality to do that has never existing, and its not possible.

So to explain, reception receive a call for sales from a customer, send it to the sales queue and the call enters the call waiting, if this isn't picked up after a few minutes reception could retrieve the call and tell the customer no one is available.

Should we be able to do this?

Thanks for your help,
Andy
 

[LoopyLou]

Under most situations you can't pull a call back that is transferred. It may recall to the transferring station after a timer expires. A call extended to an ACD queue would be of course queued. I would think it can't be retrieved. The closest option would be a serial call but that only returns to the console after the call has been completed. Never actually had this request.

[CitySlacker]

Thanks LoopLou,

If we consider calling an Agent rather than a queue would the same apply?  If they get a call and try to dial an ACD agent who is busy, what happens to that call?  They should be able to speak to the customer after trying the agent?

I also need to get more info on what is claimed to have been working previously!

Thanks,
Andy

[LoopyLou]

You can dial an agent via their ID if they are busy then the console would get busy if they transfer and hangup it would recall.

[Mattmayn]

Are you sure that the console wasn't parking the call and then retrieving the parked call, or having it ring back for that matter. Or the caller was dialing out of the queue instead if being pulled from the queue?

I would say the better option would be to adjust your queue timers to send the caller to another point after what ever period you deem necessary for service. That would be better than the operator arbitrarily pulling calls from the queue wouldn't it?

[ralph]

I'm pretty sure recalling a call back from an ACD queue isn't possible.

Ralph

[LoopyLou]

Don't think you can pull a call back from anything if they transfer and then hang up.

[CitySlacker]

Thanks for all of the info chaps. 

I need to go back to reception and run more tests, dialling in and actually see what they were doing before.

I will keep you posted