Attendant vs Attendant VDN (Skill based) 1

[TelcoJohn]

We are currently opening a new building and connecting to our current CM 6.3 environment as an LSP. We use tenant partitioning, but in most of our locations we have converted the attendants to regular agents and use attendant VDNs/Vectors for a bit more control in call flow.

I have been asked to provide a pros vs cons for this approach, but can't really think of any cons and wanted to see if I am missing anything. Anyone have any thoughts or use this approach instead of attendants?

The plan is to use the following:

Attendant VDN
Vectoring with time of day/building closure options
Skills based call distribution

Cheers
John

 

[mattKnight]

Pro (and its a big one)
You don't have to use/support One-x Attendant!


Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[4merAvaya]

Con: When using VDN/Vectors, only 1 call at a time is presented to the attendant vs. up to 6 calls that can be answered/put on hold without vectoring.

Pro: Detailed reports about Attendant performance.
Pro: Vector controlled time-of-day & Holiday tables.

Kevin