ACD Queues

[brenttrucks]

We at first thought this could be done (and was told it could) but after reading the user manual and downloading the admin software for IP Office I don't think it will work unless someone tells me different.

We would like for a call to go to a queue example queue A. After 30 seconds it goes to another queue for 20 seconds. Then after that another queue for 20 seconds. The queue base gets bigger and bigger until the call is answered.

The way the overflow functionality seems to work is 30 seconds on the first queue, and then the overflow queues would be instantaneous. If none of those members are reached then it goes back to Queue A and tries them again and keeps cycling back and forth between overflow and original queue.

The only way I see it to work is to have a timer between queues in the overflow queues. That would be a good solution but it doesn't look like it has that.

The other option is to overflow to one queue and then take on the overflow queues timer settings. But according to documentation it doesn’t appear to do that either. The other option would be maybe to use an IVR to control queue flow???

This is not our current functionality on the our phone system but would like to migrate to this.

Am I understanding the queues correctly in that it can't wait in the various queues for x seconds?

Thanks!
Hopefully this is my last question about IP Office, thanks for all the help you have been in giving me straight answers.

 

[amriddle01]

You can have a call ring one group for 30 secs then onto another for 30 secs then another for 30 secs etc etc, however the time in each group will always be the same as dictated in the initial target groups settings

ACSS Small and Medium Enterprise (SME) Communications

I've just bought a brand new car and on the way out of the dealership the engine seized, they want £2000 paid in advance to look at it which they will keep if they can find a way to blame me for it......Remind you of anything

 

[intrigrant]

You can use queues in two ways :
with a overflow timer the call will always be presented to the first queue for a fixed period, regardless if the users in the first queue are busy or not and then the call will overflow to another queue ( overflow group ). There can be several overflow groups but if there is a user free in the first overflow group then the call will stay in the first overflow group until answered.
without the use of a overflow timer then the overflow groups are treated like normal group members.

Thats the way it works and it seems to be good enough for my customers.

___________________________
Call Avaya, costs only €400 per hour, you must buy at least five hours.
But then you can talk to a REAL expert....
Now that is what i call support.

 

[amriddle01]

If all groups are collective it will follow fixed timers if set, if one of the groups is say sequential thenwhat Intigrant says is true, the only thing it follows in the overflow groups settings is the ring type and as such how it works will be dependant on how you would have you groups ringing

ACSS Small and Medium Enterprise (SME) Communications

I've just bought a brand new car and on the way out of the dealership the engine seized, they want £2000 paid in advance to look at it which they will keep if they can find a way to blame me for it......Remind you of anything

 

[intrigrant]

ah, i hate collective groups so i never tested that scenario

___________________________
Call Avaya, costs only €400 per hour, you must buy at least five hours.
But then you can talk to a REAL expert....
Now that is what i call support.

 

[amriddle01]

I think as CarGoSki mentioned you need a Demo, then you can play around with all available settings and timers and see how flexible/inflexible the system is as far as you are concerned, there are many things that can be adjusted to give different outcomes it's best to see it working and have a play really

ACSS Small and Medium Enterprise (SME) Communications

I've just bought a brand new car and on the way out of the dealership the engine seized, they want £2000 paid in advance to look at it which they will keep if they can find a way to blame me for it......Remind you of anything

 

[Ragnorak]

There are also a number of options in VM Pro that may allow you to achieve what you want. I'm not sure of the reasoning behind why you want the calls to flow that way, but you may find better options through VM Pro. For example you could leave callers in the first queue and have a test condition so that if the estimated answer time was over x minutes it would overflow to the next group. Lots of creative things you can do. Check out this for starters.

http://marketingtools.avaya.com/kno...htm?hunt_customizing_hunt_group_call_flow.htm

 

[brenttrucks]

Basically it is like skill based routing. It is an operations dept for a trucking company, where a driver calls in and we want him to get his driver manager first. the 2nd queue would be a backup to him and the 3rd queue gets broader yet. A driver is willing to wait on the phone a little longer than a customer to be able to talk to his driver manager (highest skillset for his drivers) or his backup queue (slightly lower skillset). The timing between these queues is differently though because we don't want to wait as long as the skillset gets lower, it just is get somebody to answer the call now! It looks like with VM Pro is about the only way to go with this. Thanks!

 

[intrigrant]

You can route the call based on CLI or a particular DDI and give the call a higher priority, if the call hits a busy group then the caller will be in front of the queue for calls with a lower priority.

___________________________
Call Avaya, costs only €400 per hour, you must buy at least five hours.
But then you can talk to a REAL expert....
Now that is what i call support.

 

[tlpeter]

You also can use the queue timer within vmpro.

You need to setup a condition for this.
Also you can give a priority to that call.


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