ACD intercept

[limbsy]

HI, my first post! so be gentle!

In an ACD path - whilst all agents are busy - I get the group presence alert on an agents phone further along the path.

However I cannot pickup the call until it is actually ringing on a physical device.

is there a way to pick up this call without it ringing on a physical device?

Thanks!

James

 

[LoopyLou]

Once a call is in the queue it can not be answered unless it is ringing a device. You could have it overflow to a secondary queue where someone could log in and take the call. I believe that is the only option.

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.

 

[limbsy]

I was worried that was the case and suspected as much...doh!

Thanks!

James

 

[kwbMitel]

You could have it overflow to a secondary queue where someone could log in and take the call.

Not exactly true as written. If a secondary queue does not have active agents or the active agents are busy at the time the overflow attempt is made, then the call will not overflow. There are no retries, the call is not "queued" to the secondary agent group.

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

 

[limbsy]

in that case it'd go to whatever I set as the second overflow option I imagine...

They also want very basic reporting to be done, the customer service manager reporter the cheapest option?

 

[LoopyLou]

Thought there was an option to allow queuing to an ACD path regardless of whether agents are logged in or not.

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.

 

[limbsy]

There is it's in the path option.

 

[LoopyLou]

Yes its in the skill group programmingin MCD 5. So in you overflowed to a path with an agent group setup then even though no one is logged in you could setup a group monitor that would show queued calls. Then someone could log in and take those calls. Don't know if this helps at all.

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.

 

[EngVOIP]

Calls are only overflowed to secondary agent groups, not paths.

When the call is overflowed to the secondary agent group, and say all agents in both acd groups are unavailable, it will still attempt to present the calls to the primary group if possible.

 

[kwbMitel]

When the call is overflowed to the secondary agent group, and say all agents in both acd groups are unavailable, it will still attempt to present the calls to the primary group if possible.

Correct - the call never stops queueing for the primary agent group unless/until interflow.

The condition that I was trying to clarify is that the overflow to a secondary agent group is only attempted once. If the secondary group is unavailable, the overflow will not happen.

LoopyLou may have meant interflow instead of overflow but I doubt it. Loopylou does not make that kind of mistake by my observation.

Until relatively recently, I would have thought that overflow simply expands the agent groups that the call queues for. I learned otherwise the hard way.

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

 

[EngVOIP]

Another thing to keep in mind is that all timers, interflow or overflow, are only checked while the call is queuing, not while the call is ringing at an agent.

 

[kwbMitel]

@ EngVOIP - No overflow or interflow during agent call presentation makes sense. What would happen if the call is not answered though (assuming not the last agent in queue and no other agents available)?

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

 

[EngVOIP]

You mean if the call is re-queued and the non answering agent logged out, the timers start again?

The only reason I mentioned this is because I have seen it reported that calls are not interflowing, only to find that the last agent is set to not be logged out and hence the interflow does not happen when the call is not answered.

 

[LoopyLou]

sorry I might have mixed my terms ( had not had my first coffee of the day ) but my thought process was a second path with one agent group having the queued call when no one logged in feature. If you interflowed to that path then could you not log in to take calls when they started queuing to the second path?

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.

 

[LoopyLou]

ok to revisit the original he said calls are queued at one group but agents further in the path are available. So he needs overflow to happen sooner as there is no way to get a call until a phone is ringing. Does the 3300 still support predictive overflow? Can't remember if that feature was 2K only.

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.

 

[limbsy]

predictive is on the 33 too....

lou your original post answered it - it has to ring a physical device...

 

[kwbMitel]

@ LoopyLou - I'm not really trying to hijack this thread but I am trying to point out a common misperception. If the call interflows to another queue that has no agents logged in there is no benefit. In fact, the call would have no chance of being delivered which would be worse than waiting in the original queue.

I am going to go back to the original post and suggest an alternate solution.

I am going to have to assume 3300 and recent software.

If you have agents in separate groups that get notified of calls queued for each others queues and may need to answer for each other and do not want to wait for overflow or interflow.

Design the agents to belong to both groups and then have the agents use the group presence codes to make themselves absent/present from the non-primary group. If they are notified of a call waiting for the other group and are able to answer it they can simply dial the group presence join code. Afterwards they would dial the absence code and continue on their way.

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