Auto Transfer Held Calls?

[TechJimF]

Management wants a way that if an Agent puts an ACD call on hold at there phone after answering it out of queue that after a predetermined amount of time it can automatically be transferred. Is this possible?

We are running in to an issue in which we have multiple call handling turned on and some of the agents are trying to hide queue hold time by picking up a second ACD call and letting it hold on there extension.

Have Avaya Aura CM 5.2

Thanks in advance,

Jim

 

[AvayaTier3]

http://www.aucommunity.com/showthread.php?p=90629

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting

http://bshtele.com

 

[TechJimF]

I know about ACW and automatically making agents available or auto-in after a predetermined time, we currently use it. That's not what management is asking about.

What agents are doing is putting ACD calls on infinite hold. We use multiple call handling on the hunt groups and the agents take advantage of the feature to pickup another ACD call, place it on hold and forgetting about it. This way they 'hide' ACD hold times, keeping hold time down by holding the caller at the extension level, not the queue.

Any workaround to transfer the calls held at the extension automatically?

Thanks,

Jim

 

[AvayaTier3]

please go back and read thread #5, #10, #15

http://www.aucommunity.com/showthread.php?p=90629

There is currently no switch feature that will auto transfer a held call.


A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

36 years Bell, AT&T, Lucent, Avaya
Tier 3 for 26 years and counting

http://bshtele.com

 

[DAVIDPAYNE]

I do not know of away to do what you are asking. But why don't you remove the multiple call handling. And force the agent to only handle one call at a time. From what you are saying you callers would have a better experience.

Another option might be to look at a cradle to grave reporting tool. I have no experience with them, but it might at least show you who doing this.

 

[TechJimF]

How about a real time data point in CMS? I have tried customizing an agent group report using:

HOLDTIME - From agent tables "The time spent by callers on hold. HOLDTIME is the time spent by split/skill ACD callers on hold. HOLDTIME includes HOLDACDTIME. This is a cumulative item."

ACDONHOLD - From agent tables "The number of direct agent and split/skill ACD calls on hold for the agent. This is a status item."

Even when I put a call in to queue, answer the call and look at the agent group, the ACDONHOLD field displays zero calls on hold.

Any ideas? At least reporting could alert management of a pending problem.

Thanks,

Jim