yorkeystyl
Technical User
Good day everyone:
I want to use this system for ACD using a round robin type of distribution or similar method.
I have 15 agents in my skillset1, I am using "preferred" method, all of my agents are set at priority 10 and the missed call option is set to "Make not ready (Return to skillset)". When testing, here is what I am encountering:
When a call comes into the queue, it will ring at an available, logged in agent but it will ring there for the entire duration set forth in my "day routing table" routing step before it moves onto overflow rules. (7-8 rings). The next time I send a call into the queue, it will ring on the next available agent's phone, but again will stay there for the entire duration.
Instead of staying at one agent's phone for the whole 15 seconds or so, I want the system to only ring at each available agent for approximately 2 rings and then kick off / make busy whoever misses the call and ring at the next available agent, and so on... before moving on to overflow rules.
I seem to only have control over how long it tries to ring at the ONE extension it tries before moving on to overflow, as opposed to controlling how long it rings at each available, logged in agent. (I hope I am making sense)
I would be more than happy to post screen shots of my settings within the skillsets I have setup. (Skillset 1 for ACT, Skillset 2 for overflow steps)
Please help..
I want to use this system for ACD using a round robin type of distribution or similar method.
I have 15 agents in my skillset1, I am using "preferred" method, all of my agents are set at priority 10 and the missed call option is set to "Make not ready (Return to skillset)". When testing, here is what I am encountering:
When a call comes into the queue, it will ring at an available, logged in agent but it will ring there for the entire duration set forth in my "day routing table" routing step before it moves onto overflow rules. (7-8 rings). The next time I send a call into the queue, it will ring on the next available agent's phone, but again will stay there for the entire duration.
Instead of staying at one agent's phone for the whole 15 seconds or so, I want the system to only ring at each available agent for approximately 2 rings and then kick off / make busy whoever misses the call and ring at the next available agent, and so on... before moving on to overflow rules.
I seem to only have control over how long it tries to ring at the ONE extension it tries before moving on to overflow, as opposed to controlling how long it rings at each available, logged in agent. (I hope I am making sense)
I would be more than happy to post screen shots of my settings within the skillsets I have setup. (Skillset 1 for ACT, Skillset 2 for overflow steps)
Please help..
