NEED HELP
First, realize that I am not a call center designer – the following “design” is based on one call with an Avaya call center resource. Any suggestions would be appreciated. Also, make no assumptions with regards to setup of agents, vectors, … what we have works – but not very well – especially with regards to reporting. Based on the little experience that I have I would suggest that you make no assumptions with regards to agent setup, vector programming, …
We will need to define the following agents:
Janet Sims -ext 8038 agent 7814
Terry Landrum ext 8005 agent id 7714
Mohammed Khan Dallas -ext 3618
Michael Harris-ext 8060 agent id 7465
Amie Haltom –--ext 7516
Stuart Collins -ext 7404
John Lee – ---ext 7408
Mike Roberts –ext 7283
Mike Moore – -ext 7300
Randy Lee – --ext 7705
The phone number that is dialed to access the Computer Help Desk is (xxx) 510-7777 – currently the associated processing is defined against vector 20. The following is a flow chart of the process that I would envision us using:
1. Call comes in
1.1. If the call comes in Monday through Friday 7:00 AM until 6:00 PM and if an agent is logged in – transfer call to that agent
1.1.1. If the call originated in Dallas Home Office and a Dallas agent is logged in send call to the Dallas agent
1.1.2. If the call originated in Chattanooga and a Chattanooga agent is logged in send call to Chattanooga agent
1.1.3. If call originated elsewhere – send first to Chattanooga agents (least active agent first) and if no Chattanooga agents are available then go to Dallas agent
1.1.3.1. IF no-answer after three rings
1.1.3.1.1. Log agent out (or put in AUX mode)
1.1.3.1.2. Send call back to beginning of queue (step 1 above)
1.1.3.2. ENDIF
1.2. If no agent available or after working hours
1.2.1. Play after hours announcement
1.2.2. get 1 digit from caller
1.2.3. if “1”
1.2.3.1. transfer to answering service at (xxx) 697-0271
1.2.4. if “2”
1.2.4.1. transfer to voice mail at extension 7051
QUESTION:
1. Can we setup a new vector and new agents which would allow us to migrate to the new call center with a quick fall back if it doesn’t work as anticipated? If not, some of the people will have agent definitions in place – are they correctly defined?
2. How can we force the queue to immediately go to after hours processing? Such as on holidays…
KNOWN PROBLEM:
Today there is a problem with 4-digit dial accessing the after hours answering service – apparently an inside caller cannot be transferred to an outside line?
One final comment – in the response center – if the call is forwarded to an agent that is logged in – can another agent “PICK” that call? This would avoid having the caller wait for three rings until it is transferred to the next agent. Thanks.
housewolf
