Call Group Problem

[reggielfrith]

I have a center with a LD ISDN PRI into the Magix. Agents call in on a toll-free number which is directed to call-group #1. If everyone in that call-group is either taking or placing a call, the next incoming call will go to the AA. Isn't it possible to configure the switch so that the next call will ring at a phone in that call-group, and that person could put their existing call on hold and answer the incoming call? Is the call-group preventing this from happening?

 

[jtierney]

The Merlin sees that all agents are active and then looks at the queueing options to see how long it will hold the caller in queue before overflow to another calling group of staffed agents or vm (based on number of calls amd timers).

 

[jgideon]

It sounds like you don't have any queuing going on for the group, they are just oveflowing to the AA.

 

[reggielfrith]

Thanks jgideon. Queuing must be the issue. How do I correct it so that the extensions can pick up that incoming call?

 

[jgideon]

I've never programmed a Magix. Are you using WinSPM or programming through a phone?

For the Legend, via phone, the steps from the manual are:

Extensions®More®Grp Calling®More®Queue
Ctrl®Dial calling group ext. no.®Enter®Dial no. of
calls allowed in queue®Enter

I hope that helps!

 

[reggielfrith]

I'm using winSPM. My closest site is about 500 miles away.

 

[jinxs]

If you are going to use queuing, I would recommend using an announcement device. If you have a merlin messaging R2.5 or later, this has them built in. If not, then would need to purchase one, possibly two. Without an announcement, the caller would hear ringing followed by a beep instead of Music on hold. Once the call is placed in queue, the primary announcement device would kick in saying something like, "all our agents are busy handling..yadda, yadda, yadda" the click, MOH, then if you had a second one, it would kick in every so many seconds with the usual speech of "they are still busy, please continue..yadda..yadda..yadda". This way, they hear MOH. This is all programmed under extensions...group calling. As well, You can change your queue controll and overflow options with time and number of calls. As well, another nice option is queue alarm. You program a Group calling auto-dial button on the agents phones, *22{group number} then you set your alarm threshholds, when you have lets say 2 calls in queue, the light will blink on their phones, telling them they have 2 calls in queue, when you have let's say 5 calls, the light will flutter, 8 calls, the light will remain steady, indicating that you should hurry with the phone calls. Hope all this helps.