Odd request from a customer on 7.0.5. This site has four hunt groups in different divisons. They would like to overflow from one particular group after X minutes in queue, but only if agents in another group are available. Overflowing in X minutes is no problem, but I can't see any way to have VMP check agent availability in another group. I'll keepp digging in the VMP docs, but before I lose any more hair is this even possible? I've done this before on other systems that have contact center servers expressly for this scenario but can't find a logical way to do it with IPO.
Tek-Tips is the largest IT community on the Internet today!
Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!
-
Congratulations IamaSherpa on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!
A VM Pro question for the gurus regarding groups and agents available
- Thread starter biv343
- Start date
VMP is not aware of group membership nor agent availability directly no.
This could certainly be done but boy what an administrative nightmare it would be. A series of CFG Gets could be chained to check agent availability using a variable routing action. I'd not suggest it but it is possible if only for proof of concept.
Kyle Holladay / IPOfficeHelp.com
ACSS & APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA
"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford
This could certainly be done but boy what an administrative nightmare it would be. A series of CFG Gets could be chained to check agent availability using a variable routing action. I'd not suggest it but it is possible if only for proof of concept.
Kyle Holladay / IPOfficeHelp.com
ACSS & APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA
"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford
- Thread starter
- #3
Thanks for the quick response. I didn't think that it was possible, at least from a practical viewpoint. I'm leaning towards recommending a realtime app like Chronicall that folks can use to see when calls are waiting, then log into the appropriate groups. Worst case, ring a bell to alert folks if too many calls are backed up.
It is very doable but I wouldn't want to manage it unless the turnover in the groups is minimal. Better way would be to tie it into SQL then create a simple clock in/clock out site in ASP or something to let the agents put themselves in/out of service indirectly.
Kyle Holladay / IPOfficeHelp.com
ACSS & APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA
"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford
Kyle Holladay / IPOfficeHelp.com
ACSS & APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA
"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford
- Thread starter
- #5
- Thread starter
- #7
That wasn't the request in the OP however. The request was to NOT overflow unless someone in the OF group was available and that is not being addressed.
"For groups that are in service, where all the agents have logged out, a system will overflow calls immediately and not give announcements or MoH"
This is intended to prevent queueing in groups where no agents are available.
I have asked development to add a state to the group to indicate when there are no memebers are available along side Night Service and Out Of Service that could be retrieved via a CFG GET in voicemail but as of yet this hasn't materialized.
Kyle Holladay / IPOfficeHelp.com
ACSS & APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA
"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford
"For groups that are in service, where all the agents have logged out, a system will overflow calls immediately and not give announcements or MoH"
This is intended to prevent queueing in groups where no agents are available.
I have asked development to add a state to the group to indicate when there are no memebers are available along side Night Service and Out Of Service that could be retrieved via a CFG GET in voicemail but as of yet this hasn't materialized.
Kyle Holladay / IPOfficeHelp.com
ACSS & APSS Avaya SME Communications
APDS Avaya Data
MCP/MCTS Exchange 2007/2010
Adtran ATSA, Aruba ACMA
"Thinking is the hardest work there is, which is the probable reason why so few engage in it." - Henry Ford
- Thread starter
- #9
It's not exactly what they are looking for, but its better than before. It still doesn't give visibility into the agent status at the VM Pro level. Thats probably why companies like Zeacom exist with their contact center solutions for IPO.
It would be nice if Avaya put some logic in that would only overflow to another group if agents are available in the overflow group, not just if all agents in the originating group are busy/logged out as it will be in 8.0. Whats coming is better than what exists today without a doubt.
It would be nice if Avaya put some logic in that would only overflow to another group if agents are available in the overflow group, not just if all agents in the originating group are busy/logged out as it will be in 8.0. Whats coming is better than what exists today without a doubt.
amriddle01
Programmer
You can actually do that now, only if you use collective groups though, you don't set the overflow timer you set the no answer time to that amount, even with queueing on the call will go straight to overflow if nobody is available/logged in otherwise it will ring for the no answer duration then go to the overflow
- Status
