ACD (Automatic Call Distribution) Line

[Benjamin.Jensen2]

We have the ACD line in our pharmacy. Our IT dept doesn't know what options are available for altering the current setup.

Can it be set up so the pharm techs aren't automatically logged out after 3 rings if they don't answer?

Can it be set up so that 1 line is always logged in (never logs out) along with a second line that we would have a second tech log into during times of high call volume?

Thanks,

Ben

[Jaime Valencia]

You need to mention what you're working with (and versions) to get any help.

[Benjamin.Jensen2]

It's CISCO Finesse. Trying to find the version, but IT hasn't replied back yet.

[Chris Deren]

Assuming you have CCX (let us know otherwise).  Agents should not be logged out after RONA, they by default are put into NOT READY state to avoid sending calls to agents who forgot to make themselves NOT READY but are not there to take the calls. You can change the setting system wide if you prefer, but that is not recommended for reasons mentioned.

[Benjamin.Jensen2]

Ok, it sounds like there is an option to have the phone not go into the "NOT READY" state? We have 1 designated phone position, and we would prefer if the phone did not move into the Not Ready state since they are the only position logged in to the phones.

[Chris Deren]

You can change "Agent State after Ring No Answer" system parameter (again this applies to all agents), see page 140:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/config/guide/UCCX_BK_U2F148AE_00_unified-ccx-administration-guide.pdf