Avaya CM Reserve agents

[SchuylerJ]

Hey there,

I am running into an issue with reserve agents. Basically what I'm looking to do is pull in R1 and R2 agents after threshold 1 and 2 have been met respectively on the skill.

I have SLS enabled, Activate on Oldest call waiting set to Y and both thresholds set (70 and 120). The group is EAD-MIA. Business Advocate is on.

What is happening is that the call is simply ringing straight through to the R1 agent without first waiting on the threshold.

here is how I perfomed the test.

Placed primary agent with the skill (551) into Aux. Placed reserve agents 1 and 2 into auto-in. Placed call. Call rang immediately to R1 agent.

Any thoughts?

 

[Coineandude]

Is it using expected wait times? We find that for lower volume queues, there isn't enough info for the algorithms to correctly predict wait time. It makes Advocate cranky.

 

[SchuylerJ]

Well, not exactly. With the "activate on old call waiting" set to yes, in theory it would only activate if the head call was in queue for the designated threshold, unless I entirely misunderstand the concept. I have been up and down the Business advocate manual and can't seem to find what I am missing.

 

[SchuylerJ]

One more thing, I was reading in the manual that the OCW is typically combined with a UCD group not an EAD. Is this absolutely required? It would make life a bit difficult.

 

[Coineandude]

I believe that with EAD you are also asking another function of the app to manage distribution. UCD removes that competing input.
And yes, in theory OCW should logically do that. I've not seen that to be the case here.

 

[Coineandude]

And... A ticket into support just got me referred to Prof Services when I had too specific a question about this.

 

[SchuylerJ]

I tried it with a UCD-LOA group to the same effect. I have to be missing something.

 

[SchuylerJ]

Hahaha, sounds about right. If you don't mind keeping me posted on this I would appreciate it, thanks for the quick responses.