Hi, I am not quite sure if I can describe this well, but here goes:
We have a system setup where clients can input a 5 digit code (a VDN) so they may be directed to a groups of skilled agents. This VDN has the client's name that is to show up when it rings at the agent's phone.
The 5 digit VDN is set to a vector that asks for a digit and the BSR Available Agent Strategy is 1st-found.
The digit specifies options 1 through 5 which go to separate 4 digit VDNs (to specify the type of call - not sure how this is reported) that all route to another vector which is where the queueing occurs.
There are two skills used for the queueing. One is the main skill (set to h) and the other is a backup skill (set to m).
The skill is of group type ead-mia.
I'm not sure which agent preference is being considered here. Is it per the group-type, ead-mia or the 1st-found specified by the BSR Available Agent Strategy?
The issue I am investigating here is why agents with a higher priority skill and were available did not get the call and instead the call went to other agents with lower priority skill.
As for the display info. Most of the time, the 5-digit VDN with the client name shows up correctly, but sometimes, their phone number or our company's name shows up instead. Is there any setting I can check to make sure that the company name always show up?
Thanks for any help and advice.
We have a system setup where clients can input a 5 digit code (a VDN) so they may be directed to a groups of skilled agents. This VDN has the client's name that is to show up when it rings at the agent's phone.
The 5 digit VDN is set to a vector that asks for a digit and the BSR Available Agent Strategy is 1st-found.
The digit specifies options 1 through 5 which go to separate 4 digit VDNs (to specify the type of call - not sure how this is reported) that all route to another vector which is where the queueing occurs.
There are two skills used for the queueing. One is the main skill (set to h) and the other is a backup skill (set to m).
The skill is of group type ead-mia.
I'm not sure which agent preference is being considered here. Is it per the group-type, ead-mia or the 1st-found specified by the BSR Available Agent Strategy?
The issue I am investigating here is why agents with a higher priority skill and were available did not get the call and instead the call went to other agents with lower priority skill.
As for the display info. Most of the time, the 5-digit VDN with the client name shows up correctly, but sometimes, their phone number or our company's name shows up instead. Is there any setting I can check to make sure that the company name always show up?
Thanks for any help and advice.