3.0DT Queueing

[jamie77]

A collegue of mine has a DT based system that he has recently expanded on the q'ing options by adding AA menus instead of the standard messages.

ie
"Your call is in a Q, Press 1 for sales.... or please hold"
Problem is, now the messages are longer, it is very apparent that if someone is q'ing and gets the q'ed message and another caller rings in, if an agent comes free before caller 1 has got the the end of the q'ed msg caller 2 gets the agent!! even though they haven't been waiting as long.

I kinda knew this was the case but does anyone know a way round it to ensure the longest waiting call gets answered first. It is also playing havock with the wallboard stats!!!

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Fooball is not a matter of life and death-It is far more important!!!!

 

[ProviderReborn]

I would assume that your VM Pro has a group with the Q'ed and Still Q'ed Options.
When it returns the call back to the group how is it doing so Jamie?

ACA - IP Office Implement
ACA - IP Telephony
ACS - IP Office Implement (Aug 30th)

 

[PlatinumGuy]

I dont think that this should happen.

If the queue greeting is being played and somebody comes free in the middle of that greeting i nthink it should get answered straight away.

ACA - IP Office Implement
ACS - IP Office Implement
ACE - IP Office Implement
ACI - IP Office Implement

 

[ProviderReborn]

I was wondering if it was returning via an $ACD transfer. That is a bad way of doing it and causes the above in some cases.

ACA - IP Office Implement
ACA - IP Telephony
ACS - IP Office Implement (Aug 30th)

 

[jamie77]

This isn't one of my sites but a collegue of mine. He is a very experienced IPO/INDeX/Definity engineer so I would assume that VM config is good. I would also assume that he isn't using $ACD but I will check with him.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Fooball is not a matter of life and death-It is far more important!!!!