I have a few questions being asked about our ACD Groups, and I am looking for some help. I would like to know if it is possible, and if Cisco supports it :)
A little background - We have an IPCC Express Standard 4.0(5) solution, and every Agent (all Desktop Agent) is setup with a Primary Extension with Voicemail, and a corresponding ACD Extension. The ACD Extensions were setup to be included in a Broadcast Hunt Group by our integrator originally, so that if IPCC were to be unreachable the calls would broadcast to all of the Agent's extensions.
- Can we have people call directly into an ACD Extension in addition to being part of the ACD? The call would be directed to the extension via a transfer from Unity. If we do that can we have a no-answer time-out roll to the Queue CTI Route Point? The purpose of this would be to allow the ACD extension to be published externally, and allow callers to reach an alternate resource without having a chance to leave a VM.
- Can we throw-out the whole 2 autonomous extension model? It would be nice to just have 1 extension for ACD, with personal voicemail behind it. I know we would have to watch the timers (currently 16 secs for ACD RNA, and 20 secs for CCM RNA), but it would eliminate quite a bit of the whole ready/not-ready stuff. We don't have dedicated call centers, so our people are doing direct inbound, outbound, and ACD calls through-out the day.
Thanks for the help,