ACD incoming calls dont cascade 1

[Tinos]

Hi all.
I have an ACD setup on MIVB release 8.
When an incoming call hits a Queue it rings one available agent and if not answered it logs out that agent and doesn’t ring the next agent of the same Queue.
The next incoming call will then ring the next available agent and hang if not answered. The customer would like the calls to ring each agent 3 times and circulate.
How is this achieved?

 

[techymitel]

ACD is working the way it is supposed to.

From the manual:
Agent No Answer Call Handling
Agents who fail to answer a call within a programmed amount of time are automatically logged out or made absent from all their groups. In both cases, the call is re-queued as the oldest call in the queue, to all of the agent skill groups available prior to the call offer to the agent. Agent No Answer call handling is set using the "ACD Agent Behavior on No Answer" COS option.

If you want the call to move around available agents, then you might be better using a ring group instead of ACD. Ring groups support cascade ringing.

If they want to use ACD, then have the agents set themselves absent from their agent group when not able to take calls. This will prevent them from being logged out or set absent.

 

[Tinos]

Thank you for the response however please answer me this way
True or False - For ACD an agent who does not answer is automatically logged out and the call moves to the next available agent and does not drop unless the caller hangs up or the ringing timer completes.

 

[techymitel]

[TRUE] Agents who fail to answer a call within a programmed amount of time are automatically logged out or made absent from all their groups.

[TRUE] In both cases, the call is re-queued as the oldest call in the queue.

 

[Tinos]

Please clarify on re-queueing.Do you mean the call will ring the next agent in the same path/ queue?

 

[techymitel]

Yes, when the ACD agent fails to answer a presented call, the agent is logged out or made absent and the ACD call to the queue is re-queued. This means the ACD path (or queue) re-queues the call to the next longest idle and available agent.

So if you ring ACD path 100 which has agent group 200 in it with agents 300, 400 and 500 logged in. The first call may go to agent 300. If they don't answer, they are logged out (or made absent - depends on COS setting) and the call is re-queued to the same path which has the same agent group, so the call will be presented to the current longest idle agent - let's say agent 400. In this scenario, agent 200 won't be presneted another call until the log back in or make themselves present in the group.

The system administrator tool online help is very helpful - System Applications / Automatic Call Distribution / ACD / Description / ACD

 

[Tinos]

The challenge that I have is that the ACD is not re-queueing.
I want it to work as exactly as you have put it. Instead of re-queueing the call is hang up and the agent logged out. How do I make it re-queue?

 

[techymitel]

Are there other available agents logged in?

Is the agent being logged out the last agent available?

Settings to check:

System Options / ACD Make Last Agent Unavailable on No Answer - If it's set to 'YES' and this is the last agent it will be logeed out.

ACD Agent Skill Group / Queue Callers To Group When No Local Agents Are Logged In and Present - if it's set to 'No' and you have no agents logged in and no path unavailable destination set the call will be hung up.

 

[Tinos]

Yes there are other agents logged in.
It logs out any agent who does not answer even the last logged in.
It is not set to queue callers when no agent is logged in.

 

[techymitel]

What about interflow being enabled? Interflow timer? Interflow destination?

What about overflow timers? And overflow agent groups? Do they have agents available?

Thinking maybe the interflow or overflow timer is similar to your agent no answer timer?

 

[Tinos]

Thinking maybe the interflow or overflow timer is similar to your agent no answer timer?
Which one should be greater?

 

[techymitel]

It depends on what you want to happen.

When the agents COS option ACD Agent No Answer Timer expires, the agent will be logged out and the call will be re-queued.

But if interflow is enabled on the path and the interflow timer expired before the agent no answer timer or just after then the call will leave the queue and go to the interflow destination - or hang up if no destination is defined.

So, what are the values for:
-COS option for agent no answer timer?
-Path interflow enabled?
-Path interflow timer?
-Path interflow destination?

 

[Tinos]

-COS option for agent no answer timer? 10
-Path interflow enabled? Yes
-Path interflow timer? 9
-Path interflow destination? None

Kindly explain the difference between Interflow and Overflow.

 

[techymitel]

So at the moment, your interflow timer of 9 seconds will take precedence. At this point, because there is no interflow destination, the call will be terminated. The manual says: "If this field is left blank and interflow is enabled, the caller will be dropped."

Because you have no interflow destination configured, you should disable interflow on this path.

Then your agents will be logged out after 10 seconds, but the call will be re-queued in the path because the interflow timer is not interfering.

Interflow is used to move the call after a timeout to any another destination - voicemail, an external number (via speedcall), an extension, a ring group, etc.

Overflow is used to move the call to other agent groups in the hope of getting the call answered within ACD.

 

[Tinos]

Thanks for your help. I got it working by following your tips to the tee.