Call Count Threshold

[fishhead64]

How do we set a threshold for number of calls in queue? Say after 40 calls, the 41st call gets a message stating excessive call volume, directing to our website or social media accounts.
I see settings for Interflow, but it's a timer, not calls in queue.


Thanks!
Al Feinberg
MiCollab 9.6.0.105-01
Mitel Standard Linux 11.0.99
OVA 9.4.1.8
MiVoice Business Release level: 9.4
NuPoint Unified Messaging Build: 20.6.0.4.01
Revolutions 2022.2.1
MiCC 9.4.2
MiR 7.0.0-16.0
CCMWeb
PowerPlay

 

[Lundah]

This would have to be done in an IVR within MiCC. Your IVR workflow would include a check for how many calls are in queue, and if it’s over that threshold, follow a different path than if the count is below the threshold.

 

[fishhead64]

Thanks, I can only guess that I add a Variable Compare branch to the existing IVR Workflow? I don't see any variables that check for queued call count.

Sounds like this is beyond my skillset. Still new to this platform.


Thanks!
Al Feinberg
MiCollab 9.6.0.105-01
Mitel Standard Linux 11.0.99
OVA 9.4.1.8
MiVoice Business Release level: 9.4
NuPoint Unified Messaging Build: 20.6.0.4.01
Revolutions 2022.2.1
MiCC 9.4.2
MiR 7.0.0-16.0
CCMWeb
PowerPlay

 

[Devolution]

You can add a Queue condition from the IVR toolbox (the one that looks like cogs), normally before the existing transfer you already have in the workflow. Add a branch to this queue condition to monitor either a Queue/Queue Group/Variable (in your case, Queue or Queue Group) and add the settings Call Load >= 41.
If this queue has 41 or more calls queued, it will follow that new branch and if it's less, it will continue on through to the existing transfer you have.

 

[fishhead64]

Thanks! I love this!

Although I can't get the Test to pass like I expect. I see I have 8 calls waiting (Interactions Waiting in MiCC client for the Queue in question) I set the Call Load Expression Number of Calls Waiting to > 5 and it fails the test, I set it to 100 and it still fails. Same with Expression Call Load

Is Interactions Waiting in MiCC what this is looking at?

Thanks!
Al Feinberg
MiCollab 9.6.0.105-01
Mitel Standard Linux 11.0.99
OVA 9.4.1.8
MiVoice Business Release level: 9.4
NuPoint Unified Messaging Build: 20.6.0.4.01
Revolutions 2022.2.1
MiCC 9.4.2
MiR 7.0.0-16.0
CCMWeb
PowerPlay

 

[Billz66]

not sure about call load

have you tried number of calls waiting

- add the queue tool
set the queue as required then set number of calls waiting >5
success for the sends calls somewhere else , no match sends calls to queue

If I never did anything I'd never done before , I'd never do anything.....