After Call Work not working on Overflow 1

[taztuk]

My Client has an IP Office Call Center (Rel 8.0 (51)) with 3 seperate queues. The After Call Work (20 sec)kicks in normally when agents end a call received in their respective queue, but if a Level 2 support queue or level 3 support queue agent gets the call after it overflows from the 1st queue, the After Call Work appears to have no affect. I think I heard somewhere this was the expected behaviour, but would like to be sure before saying this to my client. Would setting a Wrap-Up Time of 20 sec (for the L2 and L3 agents) help with this?

Thanks,

 

[amriddle01]

Yes, set the busy wrap up timer to be 20 secs, that will effect all calls regardless of origin


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

 

[amriddle01]

Thanks for the star, but it was your idea


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

 

[taztuk]

Appreciate the modesty, but it was just an idea untill confirmed and this client does not like me "trying" things on his Call Center. I am going after hours to do some changes today and getting the reply this fast really made my day!

 

[taztuk]

OK, wrap up time was set to 20 sec for the agents on the Level 2 queue where calls overflow, but the client is telling me L2 agents are still presented with calls as soon as they hang up... The After Call Work Time is still set to 20 sec for these agents, as well as Automatic After Call Work... Can these interfere with Wrap Up Time?

Looking at the Error list, I realize no After Call Work button has been created as we did not think it was needed in this scenario plus the client did not want the agents to just put themself of After Call Work.

Again, the issue originally reported was that after call work did not have any effect on agents where logged in to the Level 2 queue where calls are overflowing if no agenst are available in the leve 1 queue.

Thanks for any input.

 

[tlpeter]

What type of ring mode are your groups set?
Keep this in mind:

Wrap-up Time (secs): Default = 2 seconds, Range 0 to 99999 seconds. icon small lock 
Specifies the amount of time after ending one call during which the user is treated as still being busy. During this time:  

· Other phones or applications monitoring the user's status will indicate the user as still being busy (on a call).  

· Hunt group calls will not be presented to the user.  

· If the user is using a single line set, direct calls also receive busy treatment. If the user is using a mutli-line set (multiple call appearances), direct calls to them will ring as normal.  

· It is recommended that this option is not set to less than the default of 2 seconds. 0 is used to allow immediate ringing.  

· For users set as an CCR Agent, the After Call Work Time (User | Telephony | Supervisor Settings) setting should be used

BAZINGA!

I'm not insane, my mother had me tested!

 

[taztuk]

All Hunt Groups are set to "Longest Waiting".

 

[tlpeter]

I think (if i remember this correctly) that this only works on collective groups.


BAZINGA!

I'm not insane, my mother had me tested!

 

[amriddle01]

I don't believe that's the case Peter, at least it isn't documented. But TBH I rarely alter the setting to notice one way or the other


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

 

[taztuk]

Thanks for the replies...

So what would be the recommanded settings to accomplish the desired behavior in a properly planned deployment of a queue overflow to another with after call work or wrap up time working also on the overflow situation? Anyone seen this working that way or are we doomed once we overflow?

 

[taztuk]

Alright, here's the latest on this issue...

An after Call Work button was programmed on an L1 and L2 agents phones.

When an agent in the L1 queue completes a call, the ACW light comes on 5 seconds after the call has completed and stays on for 20 seconds. The light then turns off and the agents phone takes another call.

In the L2 queue only, an agent completes a call, the ACW light comes on 5 seconds after the call has completed, stays on for 5 seconds, then turns off and the agent phone takes another call.

I’ve examined the config for the user. I don’t see anything there which could add up to “5” seconds ???.

 

[Westi]

are both queues setup as CCR group or maybe only one of them?
if they are setup identically then it might have to do with a bug in the IPO but then you will need to raise that with Avaya support I am afraid.

take the L1 group and copy and paste it and take the new group and test it with that group and do the same with the L2 to see if a copied group behaves the same way the original group does. If yes then it is a setting, if no then it might be a bug and recreating the group might help.

Joe W.

FHandw, ACSS (SME), ACIS (SME)

http://convergednetworks.ca

Give a tech a solution and he will be back tomorrow to ask you the next question, teach a tech how to read the manual and he will be able to solve the problems for a life time.

 

[taztuk]

Thanks Westi,

All queues are setup as CCR Agent Groups and all settings appear identical except that L1 is set with Voicemail ON with and answer time of 900 sec and Voicemail is not check for L2. One more difference is that L2 does not have any Group set as overflow.

I will try copying the L1 and test that way as suggested, but I'm thinking a Bug is totally possible now. Will let you know what the tests reveal.