web statisticsweb stats

Business Phone Systems

Previous Thread
Next Thread
Print Thread
Rate Thread
#598025 02/15/16 11:32 PM
Joined: Aug 2012
Posts: 108
Likes: 1
OP Offline
Joined: Aug 2012
Posts: 108
Likes: 1

We have a CIX100 that we are looking to add ACD to (we are also looking at other systems as well). One of the things that we are trying to figure out is related to the ACD Supervisors. From my understanding if a supervisor chooses the option to take calls when logging in they will only receive calls if all agents are unavailable. Is that correct? Our supervisor on duty takes calls just like agents so we don't want them to take less calls than the agents. (This really effects nights and weekends most where there is only one agent and one supervisor. We don't want the one agent on the phone all day and the supervisor only taking overflow. The supervisor should receive calls just like the agent.)

Sorry for the long post but thank you in advance for the assistance!

Atcom VoIP Phones
VoIP Demo

Best VoIP Phones Canada

Visit Atcom to get started with your new business VoIP phone system ASAP
Turn up is quick, painless, and can often be done same day.
Let us show you how to do VoIP right, resulting in crystal clear call quality and easy-to-use features that make everyone happy!
Proudly serving Canada from coast to coast.

Joined: Jun 2005
Posts: 2,704
Likes: 7
Joined: Jun 2005
Posts: 2,704
Likes: 7
In the Toshiba system, that is true that if a supervisor is logged into the Toshiba ACD system and has selected to take calls, that they will only get calls if all the other ACD agents are not available.

You could just have the supervisor log into the system as a regular ACD agent if they don't need the supervisor functions. Logging in by phone would be easy. You could give them an ACD agent login number when they need to be supervisor and a different ACD login when they need to be a regular ACD agent. You will need 1 additional ACD agent license. While I normally associate an ACD number with the user's extension number, they do not have to match.

Moderated by  Carlos#1, phonemeister 

Link Copied to Clipboard
Forum Statistics
Most Online5,661
May 23rd, 2018
Popular Topics(Views)
211,421 Shoretel
188,188 CTX100 install
187,027 1a2 system
Newest Members
Nadisale, andreww, gohunt, Darrick, telecopippo
49,764 Registered Users
Top Posters(30 Days)
Toner 16
teleco 4
jc2it 4
dexman 4
Who's Online Now
0 members (), 122 guests, and 101 robots.
Key: Admin, Global Mod, Mod
Contact Us | Sponsored by Atcom: One of the best VoIP Phone Canada Suppliers for your business telephone system!| Terms of Service

Sundance Communications is not affiliated with any of the above manufacturers. Sundance Phone System Forums - VOIP & Cloud Phone Help
©Copyright Sundance Communications 1998-2024
Powered by UBB.threads™ PHP Forum Software 7.7.5