ACD question

[cknipe]

(3300 MCD 4.0)In an ACD path, lets say you have 3 overflow groups configured and all set to overflow after 10 seconds.

If the call hits agent group 1 and then overflows to agent group 2 after 10 seconds, then overflows to group 3 after another 10 seconds,....does the path keep looking back into the first 2 agents to see if anyone has become availible yet?

 

[Mitelpassion]

yes 100%. one can look at it in a way of accumulating I guess.

1st then 2nd (still remaining with 1st) then 3rd (still remaining with 1st and 2nd)

 

[kwbMitel]

Cknipe 100%
Mitelpassion 66.6%

The primary group is always checked.

The overflow group is only checked once, at the time of overflow. If the overflow group is busy at the time of overflow it does not try again.

0 -10 sec Group 1 Busy
10 seconds Check group 2 (busy no overflow)
10 - 20 Seconds Monitor group 1
20 Seconds Check group 3 (busy no overflow)
20 - 30 Seconds Monitor group 1
30 Seconds Check group 4 (busy no overflow


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

 

[Mitelpassion]

hmmm. I see, got this wrong then. always thought it remained queued to all the groups. just that the system would bring in more and more agents until one becomes available.

so if the overlfow groups are busy then no overflow occurs? does this happen only once as per the timer and then never again?

 

[kwbMitel]

Mitelpassion, my best explaination will come from a recent experience.

One of my customers required a Pre-announce to their ACD queue. Numerous factors limited my options, not the least of which was prairiefyre reporting and Utility oversite (Company is a natural gas provider). Basically I had to keep all the numbering the same.

My solution was to create an Agent group with no agents as the primary group and set the overflow to the actual group after the initial RAD had delivered the preannounce. Worked like a charm and if the overflow worked the way you thought (or I used to think) there would be no problem.

The problem was that calls were getting stuck in queue (Reader boards displays calls in queue) but even with agents available, the call would not deliver.

I duplicated the problem by making all agents busy at the time of overflow. The call only tries to overflow the 1 time and having no agent available, stayed queued to the group with no agents and never tried again.

I have yet to come up with a decent solution to this issue. My work around for the time being is to have a special agent code that can be used to log into the Special Group" to retrieve the call.

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