Automated call handle restriction 1

[MandyDroid]

Hi all!

I currently have a call center using Avaya IP Office 500 with VoiceMail pro for call flow. Currently I use 2 user profiles to change the way agents answer calls. During regular hours I have it set so that the agent is only given 1 line appearance to answer calls with, but outside of regular hours I allow the agent to answer up to 2 calls using 2 line appearances.

I want to find a way to automate this so that maybe in voicemail pro during the huntgroup queue it checks for the amount of time the caller is holding and if it exceeds a threshold that the time profile changes that the system automatically give the agents a second line appearance for call juggling.

I wonder if a combination of short codes, vmpro tests, and / or vbscripts could make this happen --- please ask questions if I am not clear.

Avaya, Panasonic, Polycom, APC, MCP, A+, CCENT
##################################
"When I was a child, I spoke like a child, I thought like a child, I reasoned like a child.
When I became a man, I gave up childish ways.

 

[tlpeter]

Stop using the line appearances and use call appearances!!!
Also use call center software like Xima or CCR to show the amount of callers on a wallboard.
Also make reports and see where you have not enough agents (busy hours) and solve that.
Stop trying to automate stuff like this and act the right way.
The IPOffice is a pbx, it is too stupid to see this.
This problem need human intervention.


BAZINGA!

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

 

[intrigrant]

It is not possible to add/delete button programming with VM Pro, so automation is not a option.
As said, use a wallboard and reporting software to find out the busy hours.

There are two options:
1 create two users for each agent, one profile with one call appearance button and the other with two appearance buttons
2 use user restriction tables but remember : you cannot remove any programmed button, only altering is possible.
With a time profile you can set the to be used restriction table.

 

[MandyDroid]

Thank you all for your feedback. I did not believe this was possible but I had to ask =)

As an update I am using Call Appearances not Line Appearances. I just used the wrong language in my original post.

Also we do use CallSweet Live! For the wallboards and call reporting.

Currently and moving forward I will stick with using time profiles for changing of User Rights.

Thanks again for all the feedback!!!

much <333
=me=

Avaya, Panasonic, Polycom, APC, MCP, A+, CCENT
##################################
"When I was a child, I spoke like a child, I thought like a child, I reasoned like a child.
When I became a man, I gave up childish ways.