Adjusting Opperator Priority

[aloysius81]

Hello,
We've got a BCM 400 which I am now "in charge" of. I know very little about it and I'm hoping somebody could be kind enough to prompt me in the right direction (please don't say RTFM as over the years it's been administered by so many and it's now nowhere to be found ).

We have around 34 users in our company, with a mix of analogue and IP phones. A large amount of he phones are Nortel i2002 phones and are based in a call centre in a separate building about a mile away.
We have a scenario where one person keeps being "first in line" to get any calls and we'd like to spread it more evenly amongst the operators'.
I have adjusted the priorities to the stage where User 1 (for argument sake) is on priority 10 and the other users are on priority one. It still seems to be that User 1 get's the calls and be "first in line" .

Can someone shed some light on this as I'm sure this isn't meant to happen. Ideally, the priority would change randomly and daily with those that are logged in. If that's not possible, just being able to manually adjust the order in which Operators get calls would be highly beneficial.

Many thanks

 

[aloysius81]

Anyone?
This thread is still open

 

[QueBall780]

You have provided no details. There are far too many variables to consider.

Contact a trained vendor to come over and adjust the system properly. If you do not have an existing relationship with someone who maintains your system then post where you are located and perhaps someone here can help point you to someone knowledgeable.

 

[curlycord]

please don't say RTFM as over the years it's been administered by so many and it's now nowhere to be found"

Its on the BCM itself for you to simply download.


=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[snowman50]

Took me a while to understand RTFM means...then I laughed when I caught on
Go to callpilot
Open contact centre
Look at skillsets
Disable the skillset
Click on agents and set Priorty to 10 for all agents
Go to properties
Set it to preferred
Enable skillset

The will now be call in the Priorty you have assigned.

You can also use least busy so as to send calls to the least busy agent