I've searched everywhere and can not find anyone with the same problem, so I'm thinking I'm missing something, but can't figure it out.
I'm having a problem with the B-ACD not waiting for the 'No Answer Forward in x Seconds' or the Retry number in x Seconds' parameters, which I have set to 300 and 30 respectively.
When the call comes in, it goes through one round of trying the phones and then immediately fowards to the 'No Answer forward to number' extension. I've played with everything I can think would change this, but nothing works. It happens with everyone logged out and with phone logged in.
We're getting some really unhappy customers and I need to get this fixed, so I'm hopping someone can answer or knows the answer for this issue... even if it involves saying I'm an idiot. I don't need anything fancy, just want them to queue for 5 minutes before being forwarded to the next step.
Here are the settings for the BACD:
Pilot Number: 401
Play Busy Prompt in x Seconds: 90
Retry number in x seconds: 30
No Answer forward in x seconds: 300
No Answer forward to: AA
No Answer forward to number: 266
Max Retry Before call drops: 3
Hunt type: longest idle
Members: 5
Hunt time out: 12
Transfer to basic ACD prompt: none
I would appreciate any help. Thanks.
