IPCC Express ACD Overflow

[ncweidner]

Question on Cisco’s IPCC Express. If I have an ACD Group that has 3 overflow groups. If the call comes in then overflows to the 3rd ACD is that shown as 3 calls (one in each ACD Group) or 1 call that terminated in ACD Group # 3

[beth-martin]

It will be shown as 3 calls.

[ncweidner]

Is there a way to avoid this? This will be miss leading on the reports.

Does IPCC have an option to turn this off

[sanjeev.thallikar]

The call will be counted as being presented to all groups that the call is queued to. If the call is finally answered by the overflow group, it is going to be counted towards the dequeued column in the other 2 groups. That should work correctly. If you need to aggregate your reports, the only way possible is to write a custom report