ACD RONA and Agent Log Out

[donok]

Hi, the questioni is:
Attendant grp deploy with agent in skill grp 51 with RONA to a VDN (re queue to ACD grp).
When a agent don’t answer after a timeout (RONA), the agent go in AUX mode and the call are redirect to que (for grp 51). BUT, during NIGHT TIME, if this happen, the call remaing in the que without notification.
The vector controlling only the state “staffed”.
If possible, after RONA, put the station (agent) in log out state? In this case I can control the que for forced the overflow to a other station .
Please help me.
Thank for advice.
-----------------------------------------------------------------------------------------------------------------
VECTOR Number: 11 Name: Attendant
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? y
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
03 goto step 10 if staffed-agents in skill 51 < 1
04 announcement 180012
07 queue-to skill 51 pri m
08 wait-time 18 secs hearing ringback
09 goto step 3 if unconditionally
10 route-to number 10010 with cov y if unconditionally
----------------------------------------------------------
Agent:
AGENT LOGINID
Login ID: 1174 AAS? n
Name: 1174,Attendant AUDIX? n
TN: 1 LWC Reception: spe
COR: 10 LWC Log External Calls? n
Coverage Path: AUDIX Name for Messaging:
Security Code: 1234
LoginID for ISDN/SIP Display?n Password:
Password (enter again):
Auto Answer: none
MIA Across Skills: system
ACW Agent Considered Idle: system (=n)
Aux Work Reason Code Type: system
Logout Reason Code Type: system
Maximum time agent in ACW before logout (sec): system (=600)
Forced Agent Logout Time: :

 

[donok]

Hi at all.
Any advice?

Thk, Donok

 

[SloTCMS30]

donok,

Why not just change the vector step from "staffed" to "avaialble"? This would bypass this agent after they went into AUX...



“Do not spoil what you have by desiring what you have not; remember that what you now have was once among the things you only hoped for.”

- Epicurus

 

[donok]

Thanks for the replay.
"avaiable" agent status, check also the busy state of the agent.

I must put the call (in the night time and when the agent don't answer(go in aux state)) in re-que mode or split to a backup hunt group.

 

[SloTCMS30]

donok,

I am not sure what your are asking. The only line that needs to change in your vector is the available criteria. It will follow the rest of the flow as designed.



“Do not spoil what you have by desiring what you have not; remember that what you now have was once among the things you only hoped for.”

- Epicurus

 

[Mark568B]

Donok, Could you list your RONA vector and Hunt?

 

[donok]

Hi Mark58B,

Hunt:
HUNT GROUP
Group Number: 51 ACD? y
Group Name: Interne Queue? y
Group Extension: 1114 Vector? y
Group Type: ucd-mia
TN: 1
COR: 995 MM Early Answer? n
Security Code: Local Agent Preference? n
ISDN/SIP Caller Display:
Queue Limit: unlimited
Calls Warning Threshold: 1 Port:
Time Warning Threshold: 30 Port:

-------------------------------------------------
Skill? y Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: internal
Supervisor Extension:
Controlling Adjunct: none
VuStats Objective:
Timed ACW Interval (sec):
Interruptible Aux Threshold: none
Redirect on No Answer (rings): 20
Redirect to VDN: 10000
Forced Entry of Stroke Counts or Call Work Codes? n
................................................
VECTOR
VECTOR Number: 11 Name: Attendant
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? y
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing ringback
03 goto step 10 if staffed-agents in skill 51 < 1
04 announcement 180012
07 queue-to skill 51 pri m
08 wait-time 18 secs hearing ringback
09 goto step 3 if unconditionally
10 route-to number 10010 with cov y if unconditionally
----------------------------------------------
I think that if I replace "staffed" with "available", when all agents are busy, a new call would be diverted to the alternate answering point "10010". And this is not ok.
While I would answer that the alternative point of 10010, only to intervene when all staate agent is "log-out",ACW or when an agent becomes not available for the intervention of RONA.
thanks

 

[Mark568B]

donok

my RONA vector has hour conditionals in it so calls don't get stuck when this happens.
03 goto step 11 if time-of-day is fri 17:00 to mon 08:00
04 goto step 11 if time-of-day is all 17:00 to all 08:00
11 (plays closed message)

Depending on your cm version there is a setting under CHA AGENT XXXX called 'Forced Agent Logout Time' may help you.