ACD configuration question

[RDECIT]

We have a client who we have setup an ACD path for them with 6 agents. The original plan was that it would hunt the longest idle (To my knowledge this is how ACD should work) and then timeout after 15 seconds, log the agent out (who didn't answer) and move onto the next. This worked a treat, however they decided they did not like the logout element and asked me to turn it off. I have done so through COS, but now the call doesn't move about, it camps on one satation and I can't find the right timer to change, if there is one for it to move to another station after x amount of time.(I assume because the agent is not timing out)

We had them in a ring group, they liked the cascade but not the fact it hunted in the same order. We gave them a circular hunt group, they like the fact each call went to a different station each time, but not the fact that it didn't leave the station after a set amount of time.

They wanted a call to go to the longest idle agent and then move from station to station after a time out, so we stopped at an ACD path.

The Mitel build is MXe II MCD 4.1 SP2

 

[kwbMitel]

If your question is How do I turn the Auto logout feature back on then the answer is in COS Options:

ACD Logout Agent No Answer Timer
Enter a value between "0" and "125" seconds to automatically log out the agent when the timer expires. The call is requeued into all of the agent skill groups prior to the call offer to this agent.

If you enter a value of "0", automatic logout is disabled.


If there is another question in your post, I missed it.

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What's most important is that you realise ... There is no spoon.

 

[MrMitel]

ACD is designed so if an agent is logged in they should be accepting the call

If not answered the agent will be logged out, I am not aware of a timer that will then move onto another agent and keep the agent that has not answered logged in, the system will not want to offer a call to an agent that does not answer

If your agents are not always able to accept the call they should be using the 'make busy' feature

 

[Supernova99]

+1
It is all about customer training.
If they want to use Mitel ACD and possibly CCM then for it to work correctly, and to prevent calls going to a phone where the the agent is absent the agent must use make busy.
It also cuts down queue times which might be important if SLA's are in place.
There is also another handy cos option make busy on login which puts the agent in make busy on login to the set, this gives agents a chance to get ready for calls rather than logging in and getting a call straight away.

Share what you know - Learn what you don't

 

[kwbMitel]

Welcome MrMitel - I've not seen your handle before. The more the merrier.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[RDECIT]

Thanks guys, you've all kinda answered my question. The users who are unavailable turn their group presence off. Looks like they will have to have the logout feature turned on for the call to hunt to another agent.

 

[LoopyLou]

Another situation of needing the system to make up for poor training or poor management of agents. If an agent is logged in then they should be able to take the call and end of problem. Because these agents seem to be poorly trained they are walking away from a logged in set. The purpose of the auto logout is to make sure the call gets answered plus give management the ability to see the agents are having an issue i.e they are getting logged out all the time, and address it.

If you really want to screw things up turn on auto answer.

I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[RDECIT]

I've turned logout on,and explained the situation to the customer. They were fine with it once I explained the logic. They are pretty good at using group presence so I think it shouldn't be an issue for them.