Despite what others said, I had no problems transferring out of the old
ACD either. We had a help desk that handled 110 medical facilities and
handled thousands of calls. We didn't have any reliability problems.
There were some minor options that weren't there, and it got completely
destroyed (paid ticket with ezuce could not resolve) on a 4.0.4 to 4.2.1
upgrade to the point where I had to rebuild the server. Other than that,
I did not have any reliability issues with it.
On 8/29/2012 7:29 AM, Matt White wrote:
I've often heard it cited that the old ACD cant transfer out of the
queue. I think this is based on very old info....pre 4.2 days. We
have no less than hundreds of calls (if not thousands) across several
customers sites sending calls into queues and back out to non ACD
extensions. ACD has preformed very well for us and is very stable (i
cant think of one ACD related crash/issue). When it comes to
transferring out of the queue, I'd say our heaviest call center
customer that has 23 agents and processes no less than 800 calls a day
will transfer 50% of the calls from and agent out of the queue to a
regular extension. They even transfer ACD calls back out to external
numbers (hairpins).
In fact, we have a customer that has some pretty complex call flow in
and out of the ACD.
Calls come into the queue. If its not answered it overflows out to an
AA where they get custom options to keep holding etc. they then get
transferred back into a second ACD queue. This happens multiple
times. Siptraces are quite long because each call stays anchored in
the queue which is great for reporting.
Hunt groups do not provide was call centers want. Call center
managers need to run reports based on when an agent signed in/out; how
long did they talk; how long did they ring; how long are customers
waiting in queues and how many customers are stacking up in queues....
The distinctive tone as noted in this original thread and modified
caller id are also part of that need.
Hunt groups just dont preform these functions (if they did, they would
be an ACD and not a hunt group).
So for us, the bulk of our installations are call centers. As
VOIP/SIP becomes more common place its increasingly difficult to sell
something that just does call routing and voicemail...there is just so
many cheap and hosted solutions if thats all you need. Which is why
are installations for the last few years have moved up the stack to
customers that have more specialized needs.
So for us, our dilemma is get sipXacd maintained internally (we have
an elance dev working on that now), or look for a new platform.
-M
>>> Michael Picher <[email protected]> 08/29/12 6:53 AM >>>
The problem with the old ACD, every time I tried to use it, was that
it was fragile. Do this, don't ever do that, etc... Any time I tried
to use it in a situation the customer (and then ultimately me) had a
bad experience.
If they can make it stable, and make it so you can transfer calls out
of queue that would be awesome.
Most people don't need a real ACD (even though they think they want an
ACD). What they need are fancy hunt groups which is exactly what the
4.4 ACD does.
Work has begun on a new hunt group app that will hopefully alleviate
the need for an ACD in cases where it really isn't needed. This will
be based around some new code and involve a B2BUA that can 'own' the
call and then hunt out. This will be in contrast to how hunt groups
work now where it's a SIP messaging nightmare.
Circular hunt groups, linear hunt groups, being able to ring the same
extension at more than one point in a hunt group are all envisioned.
At some point I'd even like to see users be able to (from a phone or
user portal) login/out of hunt groups, or only ring certain users for
different days/hours in a hunt group.
With the current workload I wouldn't expect anything until 4.8 though.
Thanks,
Mike
On Wed, Aug 29, 2012 at 6:21 AM, Matt White <[email protected]
<mailto:[email protected]>> wrote:
Funny, the beep is one reason my customers wont move to openACD.
OpenACD for my customers that need a true ACD. The old ACD worked
well despite its bad rap.
We have a developer working on get sipXacd ported over to 4.6 so
there is hope yet.
As to your specific issue, I don't think the tone is an audio
file, so you would need to create a patch to remove it.
-m
>>> Ali Dashti <[email protected]
<mailto:[email protected]>> 08/28/12 9:14 AM >>>
Thanks Tony, one thing that made me go back to 4.4 ACD was the
CallerID and DNID! In 4.4 ACD when a call arrives; an agent would
see a Queue name and the Line extention in CallerID but in OpenACD
even the DNID changes to agent extension number; therefore
prevents me from knowing what number was dialed!! This was my
primary result, do you see this as well?
On Tue, Aug 28, 2012 at 5:29 PM, Tony Graziano
<[email protected]
<mailto:[email protected]>> wrote:
fyi - If you are referring to the existing ACD (not openacd) I
don't think any resources are going into it as it is being
removed in favor of the openacd integration starting up in 4.6.
On Tue, Aug 28, 2012 at 8:55 AM, Ali Dashti
<[email protected] <mailto:[email protected]>> wrote:
This could be a very old issue! I was wondering if there
is a way to remove thebeep heard a short moment after an
agent picks up a call on ACD!! Thanks.
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