Acd Queue With Phone

[Amir]

Hello,

 

I want use ACD queue with phone (not softphone).

1: is there any software for ACD queue or it installed default by voiceguide.

2: is there any sample for ACD queue.

3: should i install acd agent or i can use ACD queue without ACD agent.

4: how can i send caller to my queue?

 

Regards

[SupportTeam]

1: is there any software for ACD queue or it installed default by voiceguide.

it is installed by default with VoiceGuide.

 

2: is there any sample for ACD queue.

No, the script would just contain single 'trasnfer call' module that transfers to an ACD queue instead of number.

 

 

3: should i install acd agent or i can use ACD queue without ACD agent.

You must have agents set up to have them recice calls from ACD queue.

 

4: how can i send caller to my queue?

eg:

 

ACD:sales

 

would transfer call to ACD queue called sales.

[Amir]

Where should i define group like sales,support (ACD:sales). on my voiceguide server or on my Panasonic cantral(KX-TDE200).

[SupportTeam]

On the VoiceGuide server, in a 'Transfer Call' type module.

[Amir]

My questtion means how can define sales's or support's group members.

[SupportTeam]

You do not need to explicitly define a queue anywhere.

 

A queue is automatically created if it does not exist when a call is sent to it.

 

An agent at login time specifies what skills they have, and calls for that skill/queue will be routed to them.