Agent State when call missed 1

[Neily]

Currently our CallManagers and IPCC servers are set that when an Agent misses a call (through the Agent/IPCC not direct) their phone is automatically put into the NOT READY state (which is kind of a good idea).

However, I'm being asked if it is possible to stop this happening! Is it possible?

NEIL

 

[inet10980]

Hi

You can try modifying the script so that after number of ring if agent does not answer then send the call back to the queue or to voice mail.

As for the NOT READY state, is your script sending any sort of signal that will either put the phone on NOT READY STATE?
I think something is being done on the script for this beahavor.


Khan
CCIE # 10980 (R/S, Voice)

 

[Neily]

There is no script element that puts phones to not ready.

It is a feature of the IPCC as far as I was aware!

THANKS

 

[sirroutesalot]

It's been a while since I've worked with the IPCC application, but I do recall that there is a setting in the "agent" portion of the administration pages for IPCC which toggles an "auto-ready" state on and off. When I used this, the result was to set the caller back to "ready" when a call was missed or was terminated. The Desktop Administrator tool, which is added from the installer by which you could install the desktop supervisor, lets you group agents together and change thier properties. I believe you can manage agent states from this applicaton also.

 

[TheLaw]

Here's how it's done:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_qanda_item09186a0080227b1b.shtml

 

[bullitrider]

does anyone know what the stats look like after you set the agent state to "ready?"

 

[TheLaw]

Not sure what you mean...but they should show the agent as "ready"...but that seems obvious. Can you elaborate?

 

[bullitrider]

sorry.. for reports?

after "X" number of rings, normally, the call is put to "not ready." With the change, if the call is transferred to an agent, and the agent does not take the call. Does the caller go back into the queue, or does it continously ring the set?

if it does go back to the queue, what do the stats look like? is it double pegged? does the call get presented to other agents? etc etc.

if it just continously ring the agent's set, then no stats are affected. it is just bad for the caller who will her continous ring.

 

[Neily]

That seems like what I'm after!

Do you know if it will always go to the same agent, or will it go to another agent if they didn't answer?

So for example:

Agent1 rings they do not answer. Call goes back to script/queue.

Would Agent2 ring or would it go back to Agent1?

CSQs are done by Skill Level. So I imagine that if they are the only agent with skill of 10 for that CSQ they will constantly get the call.

THANKS