Hi Douglas,
In old ACD there is no option called voicemail...So if agent
refuse the call it rolls to another agent...
According to my scenario in old ACD is if 200 refuse the call it
rolls to 201 and if 201 refuse the call it rolls to other agent.And If
agent not available then the call will be in the queue.
But in OpenACD if 200 refuse its going to voicemail.....
There are so many option for monitoring the agent calls in old ACD by
Agent wrap-up time
Agent Non-Responsive time
Maximum Bounce Count
But in OpenACD I never came through any of the above option.
Regards
Kumaran T
Douglas Hubler wrote:
> On Fri, May 6, 2011 at 4:30 AM, Kumaran
> <[email protected]> wrote:
>
>> Please check the below scenario and let me know the update.
>> 1.OpenACD line 650
>> 2.Agent 200 and 201 are logged in and available
>> 3.Caller calls the line 650
>> 4.Agent 200 rings
>> 5.Don't answer or reject the call
>> 6.The call rolls to 200 agent VM
>> Whether step6 is the valid behavior or The agent 201 should ring after
>> agent 200 reject or don't answer the call?
>>
>
> What does the old ACD do? I would suspect that particular call should
> roll over to 201. We'll probably need to stick the "novoicemal" sip
> url parameter in the outgoing call to clue freeswitch in.
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