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ACD Queue Tips

Transfer ACD calls to a separate queue for voicemail, external transfers or other special processing

ACD calls that need to go to voicemail or that require any other type of special additional IVR processing should be transferred to special dummy queues. This will clean up the statistics for the parent queue and make reporting easier.

For example, calls that time out while on hold in an ACD queue that then should be transferred to a cell phone should first be transferred to a special handling queue. In this case, create a queue called XFER and transfer the call there first. Then use Blind Transfer or a similar step to transfer the call to an external number. This will keep the time spent on those calls from affecting the stats of the parent queue.