If the queue is not setup as a true acd queue, I do not think that you're going to be able to field multiple calls at once. To do so, you need an ACD media two license. If you're setup as a workgroup with RR, GR or seq, these do not require ACD license, so you're unable to configure the ACD settings required.
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Tami Bogatiuk
National General Management Corp.
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Original Message:
Sent: 09-13-2021 16:44
From: Alex B
Subject: Workgroup type Group
When I remove the mailbox it rings once and off into dead air. I thought at worse it would go to the system default mailbox but not even getting that. I think we are just going to give them the option to take it ACD or make sure there is never just one person available in this workgroup.
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Alex
Original Message:
Sent: 09-13-2021 12:44
From: Paul Simpson
Subject: Workgroup type Group
OK, so unless the Workgroup needs it for other purposes, I'd remove the Mailbox from the workgroup. That way, it won't be ale to receive VM.
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Paul Simpson
Senior Technical Instructor
Original Message:
Sent: 09-09-2021 14:04
From: Alex B
Subject: Workgroup type Group
They are going to the workgroup. The user doesn't see anything in My Interactions and they are set to receive multiple calls by security rights. We can however see the call come into the queue view and go directly to voicemail.
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Alex
Original Message:
Sent: 09-09-2021 13:36
From: Paul Simpson
Subject: Workgroup type Group
Are they going to the user's voicemail, or the workgroup's?
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Paul Simpson
Senior Technical Instructor
Original Message:
Sent: 09-09-2021 10:59
From: Alex Belec
Subject: Workgroup type Group
Does anyone happen to know if when selecting Workgroups has Queue type Group does this allow for more than one call per user? We thought if only one user was logged onto this workgroup they would start to queue up calls that they can answer as they get to them but it appears that if they take one call, when anyone else calls they go direct to voicemail. Looked through online documentation but not really finding anything that answers this. Any info would be greatly appreciated. Thanks!
#SystemAdministration
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Alex
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