ACD callers queued instead of immediate overflow

[RDECIT]

We have a client that are using IQ whichis passing calls to ACD groups.Some of these groups are set to overflow to other ACD groups. The problem they have noticed is that if all agents or unavailable (either busy or logged out) the call isn't immediatly overflowed it is queued (the caller gets on hold music) and then passed to the overflow.

How do I get an immediate overflow if all agents are busy. Is this the setting for allowing overflow before inter flow? The system is running an early v8.

 

[kwbMitel]

SYSTEM TYPE!!!!!

Assuming 3300, the best you can do is enable predictive overflow. Be advised that if the overflow group is busy too, then the overflow will not take place - ever.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[RDECIT]

Sorry, yes is a 3300 MXe. I'm onsite today and so I'll take a look at it.

 

[DomingoDolores]

Check your ACD Agent skill Group for the following option:

'Queue Callers To Group When No Local Agents Are Logged In and Present'

Select "Yes" to allow calls to queue to the agent skill group even if no local agents are logged in or all logged-in agents are busy or absent from the group.



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[RDECIT]

Ben thanks for the suggestion, but that setting would appear to do the opposite of what I want. I don't want then to queue and want them to immediately overflow.

kwb, I've set the prediction timer to 10 seconds, with the theory that avg talk time will always be above this causing an immediate overflow. I tested this and it works.
The only thing I can't get my head round is how I program this if all three overflow points have been programmed. Do I make the prediction on all three 10 seconds and it will try each one incramentally depending if the overflow is busy or not, or should I program each prediction in 10 second increments. i.e Overflow 1 prediction 10, Overflow 2 prediction 20 and Overflow3 prediction 30.

 

[dryaquaman]

BenHoetmer is correct in telling you where to look.
'Queue Callers To Group When No Local Agents Are Logged In and Present' Just say no. It should overflow right away.

An alternate to the over flow is to use Skill groups. Put all overflow agents in the primary ACD group but use a higher skill level number. Agents can be in multiple groups so all you have to do is add the overflow agents to the primary group.
Now, if the normal primary agents are all logged out the overflow gets the call immediately.
Downside to this is if all primary agents are engaged in calls, there is no delay at all to go to the overflow. This may or may not be ok depending on what the customer wants.

Ralph

 

[kwbMitel]

@ Rob, I am unsure of the exact call flow for the scenario you've described with predictive enabled and multiple overflow groups.

My designs usually incorporate Skill Groups like what dryaquaman describes. As he suggests, there is no overflow using this method. The system simply finds the first available, highest relative skilled agent to answer the call.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.