CCR Ring Mode 1

[MandyDroid]

I was reading about the CCR huntgroup Ring Mode that Collective is not supported. I use Collective with Call Waiting, what problems will this cause -- any feedback wil be appreciated.

 

[tlpeter]

The same reason why you can not use that type of group with CCC !

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
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[MandyDroid]

is there an article pertaining to this? - maybe so I can read more to explain to my client more clearly. Then the secondary question becomes can an agent take more then one call using Rotary ring mode.

 

[tlpeter]

Reports, reports and reports
You can not make good reports when all phones ring simultaneous

Queue information can be good but missed calls, calls waiting, average answer time etc etc etc

That all will not work because multiple phones ring at the same time

Example

Call comes in and 10 phones start ringing
One agent picks the call and nine others have a missed call

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[CarGoSki]

CCC has always been designed to work with a group programmed a specific way. There are hard guidelines so that numbers can be calculated correctly. There are several ways to kill the accuracy of reports by allowing agents to retrieve calls other that what is automatically presented...one at a time. Not my rules. That said the reports collectively have never been accurate.

The spefics are somewhere in the knowledgebase. Someone may be along to provide a link.

 

[catlitter]

The biggest clue is the Avaya IP Office folks list it as "not supported". That's usually their way of saying 'it may work but we just don't want the hassle of having to support it'. In this case, as tlpeters says, getting the reports to make sense when calls are ringing a collective group just isn't worth the time of the support and development teams. Collective is for very simple call centres that don't expect agents to do things like log in/out and they just aren't the target market for CCC/CCR.

 

[jamie77]

Agents will get losts of rufused calls logged against them using collective. Doesn't log them as missed calls. Same as is agents use pickup to get calls from other agents.

I have client like this. they really wanted the wall boards nd some reporting and got CCC.

They would probably have been better with a call logger that has wallboards!!!!

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

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