Call Center Overflow Rules not working

[phoneygirl]

Hello All,
I have 2 overflow rules defined for each of my queues:
1 - Day mode, no agents logged in, overflow to a particular mailbox (this works)
2 - Day mode, 2 minutes in queue, overflow to a particular mailbox
This rule does not work!!! I tried removing the first rule, but the timer rule still does not work.....

What am I missing?


thanks
Elise in NYC

 

[pkellow]

you've definately not enabled 24*7 have you? 24*7 is enabled by default.

 

[phoneygirl]

I'm not sure what you mean....I do have a day mode and a night mode scheduled - and I tried the overflow rule to be 24 hours and day mode only - same result.
thanks
Elise

 

[snowman50]

Hi
Have you ticked the Timer option box.

Overflow rules can apply at different times of the day defined by which setting is selected in the Service Mode list box.

Select the Timer check box if you want Intelligent Overflow Routing to time how long the call waits, and enter the time that a call waits in the Skillset before it goes to the destination that you specify.
Select the Agents Not Logged In check box if you want Intelligent
Overflow Routing to check whether there are Agents logged on to the Skillset, or do not select the Agents Not Logged In check box and Intelligent Overflow Routing does not check to see if Agents are logged on to the Skillset.

Click the Submit button.
In your example an overflow rule 2 has been
created that when the skillset is in day mode will overflow a call to skillset 1 after 2 minutes .
There is also the default overflow rule that when in day mode and no agents are logged in, will overflow a call to the skill set mailbox.



Note: If you originally configure the skillset with a Day Routing Table only and enable the skillset, Contact Center will recognize the Service Mode as Day.
Afterwards, if you add a Night Routing Table, Contact Center still recognizes the Service Mode as Day.
You must set the Service Mode to Auto to get
Contact Center to function in the Auto Service Mode.

If you leave it in 24 hr mode then you dont have to set it to Auto

Note: Day-Night Mode:
you need to use the f982 function on the control phone- enter passwword- then set to auto.

Hope this helps