Hello All,
We recently installed VP and designed web services that "feed" call traffic info every few seconds from other call centers that we share volume with that are non-Avaya. All is working well in that.
Here is what we intended to do:
1. the call comes into our site
2. we check to see if any of OUR agents are available
3. if not, we converse with VP to see which of the other sites has an agent available
4. call is routed to site via transfer/connect
Again, all that works.
The issue is this...is there any way to "keep" the call at our site in a queue - checking VP with converse on - UNTIL an agent becomes available at any site...and THEN transfer the call. Like a centralized holding tank of all the calls, AND retaining the position the calls came in on.
Right now, the vector just takes 1 shot at VP and sends the call to another site:
1 Goto step 3 if available agents in skill 410 = 0
2 Announcement 1234567
3 Converse on skill 333 pri t passing none and none
4 Collect 7 digits after none for none
5 Route to digits with coverage n
We are new to converse on and VP. I've read the info in the Vectoring guide but it really doesn't give me enough insight to assist in this scenario. Should we also queue? Should we do a loop?
Any help would be greatly appreciated!
D
We recently installed VP and designed web services that "feed" call traffic info every few seconds from other call centers that we share volume with that are non-Avaya. All is working well in that.
Here is what we intended to do:
1. the call comes into our site
2. we check to see if any of OUR agents are available
3. if not, we converse with VP to see which of the other sites has an agent available
4. call is routed to site via transfer/connect
Again, all that works.
The issue is this...is there any way to "keep" the call at our site in a queue - checking VP with converse on - UNTIL an agent becomes available at any site...and THEN transfer the call. Like a centralized holding tank of all the calls, AND retaining the position the calls came in on.
Right now, the vector just takes 1 shot at VP and sends the call to another site:
1 Goto step 3 if available agents in skill 410 = 0
2 Announcement 1234567
3 Converse on skill 333 pri t passing none and none
4 Collect 7 digits after none for none
5 Route to digits with coverage n
We are new to converse on and VP. I've read the info in the Vectoring guide but it really doesn't give me enough insight to assist in this scenario. Should we also queue? Should we do a loop?
Any help would be greatly appreciated!
D
