ACD Hunt Group

[Hershel]

Might be the late hour but I can't seem to remember this.

Hunt group that uses ACD Agent IDs, when an agent is logged in and misses a call are they automatically logged out?

For some reason I thought there was a flag that needed to be set for this feature to work. 

[Tech Electronics]

Hershel,

Is that what you are wanting to happen or is that what you are seeing is happening.

What you can do is set them up to be out in DND and the set which DND they are out in. What I do is change one of the unused DND messages to say something along the line of Missed ACD Call. This way they know why they were put in DND.

Thanks,

TE

[b19rro]

I'd also be interested to see if this can be done on a 5000?  Know it can be done on the 3300 but unsure if it is possible to do on a 5000.

[Tech Electronics]

b19rro,

What exactly are you referring to?

Thanks,

TE

[b19rro]

If an ACD agent can be automatically logged out of an ACD hunt group when they refuse/miss a call.

[Tech Electronics]

b19rro,

I am not sure why you would want to mess up your agent's metrics, but the 5000 does not allow for that. We do have the ability to put an agent into DND and select the message so they will no longer be offered from their hunt group; this has been a feature since the later versions of Axxess.

Sorry,

TE

[b19rro]

Unfortunately some agents walk away from their desks while logged in.  This then increases calls refused and in turn offers the caller a longer waiting time as the call gets presented to an agent who is not at their desk.  The DND would work.  How do I do this?

[Hershel]

My understanding is that if the Hunt Group is set to use Agent IDs they will automatically get put into DND whenever they miss an call from the Hunt Group. 

[DND ON]

My understanding is that if the Hunt Group is set to use Agent IDs they will automatically get put into DND whenever they miss an call from the Hunt Group.

Negative.

[Tech Electronics]

b19rro and Hershel,

There are a couple of things you have to do in order to set this up properly.

1. Make sure it is an ACD Hunt Group
2. Set the Return Calls to ACD Hunt Group flag to Yes
3. Set the ACD Agent No Answer - DND Message Number to an appropriate message; I personally create one for this purpose
4. Set the ACD Agent No Answer - DND Additional Text if needed.

This will put any unanswered ACD calls from this hunt group back into the Hunt Group and also put the agent into DND with whatever message you decided to apply.

If you want to create a specific DND message then go to System > Phone Related Information > Messages > Pick your Language > Select an unused message type and change it. Then use that message number for the ACD Agent No Answer - DND Message Number.

Thanks,

TE

[Hershel]

Things are working well now but I am curious if there is a way for users to tell which queues they are logged into?

There are a couple agents who need to be logged into multiple queues and it woudl be ideal if they could visually see which they are logged into at a given time.

[jeffmoss26]

THANK YOU! I think this will solve a lot of problems for us.

[Tech Electronics]

Hershel,

You would need Customer Service Manager in order to view which Hunt a Groups they are logged into.

Sorry,

TE