Call Overflow Help

[Wealthmaker]

I have about 12 agents that I want to setup into 3 different groups to answer calls. 1 group I want them to be able to answer calls for 3 different VDN's and the other group 3 VDN's and the same for the last group. I want calls to be able to flow from 1 group to the next if the agents are busy. Right now I have everyone in 1 hunt group answering all the calls. I have all the VDN's pointed to the same vector. I have BCMS and vectoring.

How do I accomplish this task?

I have attached everything that I have.
I want to thank you guys once again in advance for you help and support.

VDN'S
Name (22 characters) Ext Ovr COR TN Num Meas Annc Adj 1st 2nd 3rd

GREENSBORO 4661 n 1 1 100 int
TACOMA 4662 n 1 1 100 int
STOCKTON 4663 n 1 1 100 int
SALTLAKE CITY 4664 n 1 1 100 int
CHICAGO 4665 n 1 1 100 int
ATLANTA 4666 n 1 1 100 int
ORLANDO 4667 n 1 1 100 int


VECTOR
Number: 100 Name: Cust Care
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? n Holidays? y
Variables? n
01 wait-time 2 secs hearing ringback
02 goto step 14 if time-of-day is all 20:00 to all 07:30
03 goto step 14 if time-of-day is fri 20:00 to sat 07:30
04 goto step 14 if time-of-day is sat 12:30 to mon 07:30
05 queue-to split 6 pri m
06 announcement 4181
07 wait-time 15 secs hearing silence
08 collect 1 digits after announcement 4182
09 goto step 12 if digits = 1
10 goto step 7 if unconditionally

HUNT GROUP

Group Number: 6 ACD? y
Group Name: Customer Care Queue? y
Group Extension: 4205 Vector? y
Group Type: ucd-mia
TN: 1
COR: 1 MM Early Answer? n
Security Code:
ISDN Caller Display:

Queue Limit: unlimited
Calls Warning Threshold: Port:
Time Warning Threshold: Port:
HUNT GROUP

Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: internal
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec):
Multiple Call Handling: none

Redirect on No Answer (rings):
Redirect to VDN:
Redirect on No Answer (rings):

Forced Entry of Stroke Counts or Call Work Codes? n

 

[Duaneness]

I would think that you could use agent skills for this. Create three different skills, and put four agents into each of them. Then create two new vectors, the same as the first one, and split up the VDN's between the three vectors. Then, in each vector, do an "available-agent" check. If no agents are available in the primary skill to take the call, then check the second skill and route to it if there are agents available. If not, check the third, and route to it. You could also make a fourth vector and route to it if there are no agents available in any of the skills. Play an announcement "all agents are busy, please hold" and re-queue back to the original skill.

- Duaneness

 

[Wealthmaker]

I don't have agent skills. I have basic CMS.

I've been trying to go ahead and figure a few things out, and I setup a couple more vectors and hunts, and broke those agents up into different hunt groups. I tried to have an agent login into another split but it would not allow them to login to that other split. I added another auto-in,aux,afterwork button to another row of buttons; but would not allow that person to login to the new split. Can an agent belong to more than 1 hunt group?

 

[Wealthmaker]

I figured out the problem with the agent not being able to login. On the abbrv-dial for login it was 14006 meaning they logged into hunt 6; so I added another one 14008 to login into hunt 8. that worked fine; but the call didn't roll from one hunt to the next when no agent was available.

here is how the vector it is setup now.

CALL VECTOR

Number: 8 Name: Cust Care 8
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? n Holidays? y
Variables? n
01 wait-time 2 secs hearing ringback
02 goto step 15 if time-of-day is all 20:00 to all 07:30
03 goto step 15 if time-of-day is fri 20:00 to sat 07:30
04 goto step 15 if time-of-day is sat 12:30 to mon 07:30
05 queue-to split 8 pri m
06 check split 6 pri m if available-agents > 0
07 announcement 4181
08 wait-time 15 secs hearing silence
09 collect 1 digits after announcement 4182
10 goto step 13 if digits