ACD Issues

ahays · May 14th, 2005, 05:26 PM

I have a customer who has a small CCC and the following problem occurs: When an agent is on a call and has to make a referral call for additional information to assist their current ACD call, as soon as the agent presses the HOLD button the next call in queue is delivered to the Agent's next line appearance. How do we stop this?

The workaround that I have suggested to the customer is to press the "conferrence" button and make the referral call (as if announcing the conference) and then returning to the original call once the referral call is complete ... but that's not a desirable long term solution.

regs,

.al.

macca51 · May 15th, 2005, 10:15 PM

Is 'Busy on Held' ticked under the user??. Will probably want this ticked in this scenario.

ahays · May 27th, 2005, 10:58 AM

Quote:

Originally Posted by macca51

Is 'Busy on Held' ticked under the user??. Will probably want this ticked in this scenario.

FYI: That fixed the problem. Thanx!

.al.

Gerg · May 31st, 2005, 09:02 AM

had the same problem - busy on held sorts the problem! Bloomin R3 - v annoying as it took me a bit of time to see that was the problem

May 14th, 2005, 05:26 PM	#1 (permalink)
ahays Moderator Join Date: Jul 2003 Posts: 1,351	ACD Issues I have a customer who has a small CCC and the following problem occurs: When an agent is on a call and has to make a referral call for additional information to assist their current ACD call, as soon as the agent presses the HOLD button the next call in queue is delivered to the Agent's next line appearance. How do we stop this? The workaround that I have suggested to the customer is to press the "conferrence" button and make the referral call (as if announcing the conference) and then returning to the original call once the referral call is complete ... but that's not a desirable long term solution. regs, .al. __________________ Al Hays, ACE, MCSE, CCNA Homepage: http://www.jeral.com/ Training: http://www.jeral.com/avaya-learning.html

May 15th, 2005, 10:15 PM	#2 (permalink)
macca51 PBXtech SILVER 25+ posts Join Date: Dec 2004 Posts: 36	Re: ACD Issues Is 'Busy on Held' ticked under the user??. Will probably want this ticked in this scenario. __________________ Keen Bug Farmer..

May 31st, 2005, 09:02 AM	#4 (permalink)
Gerg PBXtech SILVER 25+ posts Join Date: Jun 2003 Posts: 26	Re: ACD Issues had the same problem - busy on held sorts the problem! Bloomin R3 - v annoying as it took me a bit of time to see that was the problem

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