Ok this is a question for all you old Bell heads. Is there a way to do ASA threshold queuing by skill level for the same skill type. Example I
have main vector with skill 43 pri M that is the call center. We have backup agents that are skill 14 which is a time clock hunt-gr that doesn't
take calls. These backup agents are usually in a aux-code with skills 14 1, 43 10. When queues start stacking up call center tower calls these
agents directly and have them auto-in and take calls. They would like?? if call comes in after 45 seconds, check to see if backup agent can take
call. But have it constantly check, also these agents could not be available, so make sure it is not sending call to another queue. Here is what
I have come up with but they are still not statisfied. Running S8510 with full ESS, CM 5.2,CMS V15, and MM 5.2
Number: 50 Name: ADVANCED ROUTIN
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 0 secs hearing ringback
02 announcement 4369
03 announcement 4114
04 announcement 4373
05 goto step 18 if time-of-day is fri 16:55 to mon 09:00
06 goto step 18 if time-of-day is all 16:55 to all 09:00
07 goto step 20 if staffed-agents in skill 98 > 0
08 goto step 28 if staffed-agents in skill 96 > 0
09 goto step 22 if staffed-agents in skill 94 > 0
10 goto step 24 if staffed-agents in skill 93 > 0
11 goto step 26 if staffed-agents in skill 92 > 0
12 queue-to skill 43 pri m
13 announcement 4117
14 goto step 30 if oldest-call-wait in skill 43 pri m > 30
15 wait-time 30 secs hearing music
16 goto step 13 if unconditionally
17 stop
18 disconnect after announcement 4122
19 stop
20 disconnect after announcement 4109
21 stop
22 disconnect after announcement 4126
23 stop
24 disconnect after announcement 4125
25 stop
26 disconnect after announcement 4355
27 stop
28 disconnect after announcement 4326
29 stop
30 goto step 31 if available-agents in skill 14 = 0
31 check skill 14 pri h if unconditionally
32 wait-time 15 secs hearing music
33 goto step 30 if unconditionally
34 stop
35
36
If priority levels for 43 were removed and and backup agents in 14 were always auto-in this would work. Have tested different ways and when
check command is being performed without hold music customer hears silence until agents are available. So with a ASA of 45 seconds. I have the
call first roll through and hear 30 seconds of hold because it is advertisement for our company. After that I have it loop until someone is
available with 15 seconds of hold music thus meeting their 45 second ASA.
Now because of that 15 second loop between checks they say it will
skew their numbers. Plus they say it will be tedious having add up ASA statics from possibly two queues. I read about priority queuing, but is
there any way to queue calls in the same queue by skill level after certain time in queue threshold? I've heard from the C/C manager the old lucent stuff could do this. Here is a example of what they are thinking that I came up with...geeze.
01 wait-time 0 seconds hearing ringback
02 annoucement xxxx
03 go step x if time-of-day conditions
04 queue-to skill 43 pri m
05 goto step 10 if oldest-call-wait in skill 43 < 30
06 annoucement xxxx
07 wait-time 30 seconds hearing music
08 goto step 5 unconditionally
09 stop
10 route-to skill 43 SL 2 if oldest-call-wait < 30
11 route-to skill 43 SL 10 if oldest-call-wait < 200
12 stop
have main vector with skill 43 pri M that is the call center. We have backup agents that are skill 14 which is a time clock hunt-gr that doesn't
take calls. These backup agents are usually in a aux-code with skills 14 1, 43 10. When queues start stacking up call center tower calls these
agents directly and have them auto-in and take calls. They would like?? if call comes in after 45 seconds, check to see if backup agent can take
call. But have it constantly check, also these agents could not be available, so make sure it is not sending call to another queue. Here is what
I have come up with but they are still not statisfied. Running S8510 with full ESS, CM 5.2,CMS V15, and MM 5.2
Number: 50 Name: ADVANCED ROUTIN
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 0 secs hearing ringback
02 announcement 4369
03 announcement 4114
04 announcement 4373
05 goto step 18 if time-of-day is fri 16:55 to mon 09:00
06 goto step 18 if time-of-day is all 16:55 to all 09:00
07 goto step 20 if staffed-agents in skill 98 > 0
08 goto step 28 if staffed-agents in skill 96 > 0
09 goto step 22 if staffed-agents in skill 94 > 0
10 goto step 24 if staffed-agents in skill 93 > 0
11 goto step 26 if staffed-agents in skill 92 > 0
12 queue-to skill 43 pri m
13 announcement 4117
14 goto step 30 if oldest-call-wait in skill 43 pri m > 30
15 wait-time 30 secs hearing music
16 goto step 13 if unconditionally
17 stop
18 disconnect after announcement 4122
19 stop
20 disconnect after announcement 4109
21 stop
22 disconnect after announcement 4126
23 stop
24 disconnect after announcement 4125
25 stop
26 disconnect after announcement 4355
27 stop
28 disconnect after announcement 4326
29 stop
30 goto step 31 if available-agents in skill 14 = 0
31 check skill 14 pri h if unconditionally
32 wait-time 15 secs hearing music
33 goto step 30 if unconditionally
34 stop
35
36
If priority levels for 43 were removed and and backup agents in 14 were always auto-in this would work. Have tested different ways and when
check command is being performed without hold music customer hears silence until agents are available. So with a ASA of 45 seconds. I have the
call first roll through and hear 30 seconds of hold because it is advertisement for our company. After that I have it loop until someone is
available with 15 seconds of hold music thus meeting their 45 second ASA.
Now because of that 15 second loop between checks they say it will
skew their numbers. Plus they say it will be tedious having add up ASA statics from possibly two queues. I read about priority queuing, but is
there any way to queue calls in the same queue by skill level after certain time in queue threshold? I've heard from the C/C manager the old lucent stuff could do this. Here is a example of what they are thinking that I came up with...geeze.
01 wait-time 0 seconds hearing ringback
02 annoucement xxxx
03 go step x if time-of-day conditions
04 queue-to skill 43 pri m
05 goto step 10 if oldest-call-wait in skill 43 < 30
06 annoucement xxxx
07 wait-time 30 seconds hearing music
08 goto step 5 unconditionally
09 stop
10 route-to skill 43 SL 2 if oldest-call-wait < 30
11 route-to skill 43 SL 10 if oldest-call-wait < 200
12 stop