BCM4.0 ICC questions

[DigitelD]

We have a customer that is interested in ICC and they had questions that I am attempting to answer. Some of the questions I have found the answer in documentation but for others I would have to actually test.

1. If a logged-in agent parks a CC call does it become a non-CC call? Is the agent available to receive another call?

2. If an agent misses a call will that call be re-queued, go into VM, overflow? If it gets requeued then does it lose its place in the queue?

3. How many supervisors can you have in a skillset?

I appreciate your help. Thanks.


SHK Certified (School of Hard Knocks)
NCSS

 

[gberger]

Here's the answers;

1.Yes but in reports it will add one call transcation for that parked call. The agent will be available to receive another call.
2.missed calls by agent go back in queue without loosing priority.
3.Never tried more than 3 but i guess you can have as many as the # of agents in that queue(any agent can ve a supervisor)

 

[Deweyhumbolt]

1. Don't know.
2. You have two choices one busies out the Agent, and the other Logs out the Agent and the call goes back in Queue and loses it's place.
3. Everyone in the Skillset could be a supervisor.

Adversity is Opportunity

 

[DigitelD]

Thank you both, but there is a descrepancy on question 2. I just need to confirm if the caller loses his place or not. It would make more sense to me that he would not.

Thanks,

SHK Certified (School of Hard Knocks)
NCSS

 

[CTCINY]

I dont believe that the caller loses there place in queue if an agent misses a call. I'll be working on one this afternoon, I'll see if i can test it out.

What doesn't kill you only makes you stronger.

If it's true that our species is alone in the universe, then I'd have to say that the universe aimed rather low and settled for very little.---George Carlin

 

[gberger]

The customer will not loose it's priority, just tested it on a bcm50 3.0, i think the same rule applies to Bcm400 4.0.

 

[Deweyhumbolt]

I thought I tested this before. I stand corrected.

Adversity is Opportunity