Comm Manager Call Center Agent- Using a Coverage Answer Group for RONA

[TeleTeri]

Hello-

First time Poster. We're running Aura Communication Manager R 8, and I'm looking for a better way to program RONA for our suicide Hotline, as well as if no agents have pushed their Auto-in button. The programming is very simple:

queue-to skill 390 pri l
goto step 7 if expected-wait for skill 390 pri l > 9998
route-to number 21341 with cov y if unconditional
stop

Currently, both the expected wait-time step and RONA go to x-ported stations with a Coverage paths with CAGs. The problem that is being reported is that at times, Agents phones will ring, but they can not answer the call. They are using IP Phones, 9611s and 9650s. After that call, everything seems to be working just fine. A couple notes to add, Agents are located in two different locations that have microwave connections. This programming has been in place for SEVERAL years, but seems to have just become an issue in the last 6 months or so.

Any thoughts what might be going on? Thanks for your time.

T

 

[kyle555]

I'd duplicate the whole thing with another skill that all agents are a part for a bit. That will let EWT cook for a bit to decide a value, make a few test calls that get serviced quick, then remove the agents from that queue, try a call and see what happens.

I'm not sure how EWT is calculated. Noone is really.

https://www.tek-tips.com/viewthread.cfm?qid=522393

You can list trace ewt to see what would happen in your dummy VDN/Vector/Queue.

Could it be a behaviour problem? Like, if they're auto answer and their phones start ringing, they know it did the overflow dance, maybe they put themselves available before taking the call and they couldn't take it while available?

You could list trace the station if you know who is going to answer when you're testing the coverage answer group.

Maybe you can outsmart human behaviour in your vector.

Like goto step 7 if available-agents in skill 390 = 0

Then step 7 hits the X ported station with a coverage path that hits coverage answer group 1 for a single ring and then hits a new VDN/vector to queue to the same skill. That'll buy you a few seconds if they make themselves avaialble.

I don't know if you have gateways at the locations, but there's an analog notification field on hunt groups for something or another and you could wire up a bell or something.