holguie81 wrote:
After reading the post on What is B-ACD https://supportforums.cisco.com/docs/DOC-9731 I have some more questions can someone please shed some light my follow up questions
Thanks,
•1) Does the 30 caller limit per BACD group include all callers either waiting in queue or connected with an agent?
Waiting In queue.
•2) Can an agent be a logged-in member of multiple BACD groups? (For instance an AA prompt to press 1 for English or 2 for Spanish but we have some bilingual agents that can handle calls for either language)
Yes.
•3) Is the ‘all agents busy’ prompt specific per BACD group or global for all groups?
For all groups.
•4) Can we only have one ‘all agents busy’ prompt or is there a way to have successive prompts that further stress our apologies for making the caller wait?
Not supported by the standard script. It might be modified to do that.
•5) Can the ‘all agents busy’ prompt include the ability for callers to press a key to be directed to a general delivery voice mailbox?
Yes.
•6) What would the caller hear in between prompts? Is it a global MOH input or is there a way to play a custom recorded message from the beginning for each caller?
Default is system MoH. My modifications (www.ciscoscripts.com) allow selectable audio file, and other enhancements.
•7) Could our Operations Manager have the ability to see calls currently in queue and/or longest hold times per group either on his phone or PC screen (without having to be a member of each group)?
Only No. of call in queue is (optionally) shown own all opeators phones.
•9) What other real-time monitoring capabilities does the system offer?
Some show commands and the periodic reportings as per documenation.
Note: if you are the end user, recomend you engage a reputable partner or UC certified Cisco partner to do it for you. It is not a particularly user friendly system.
