Contact Center Doesn't Auto-Shutdown 1

[MitelInMyBlood]

Yeah, product differences, I know, but this one may turn into a deal breaker.

My old Mitel contact center (ACD-2000) automatically LOGS OFF an agent who doesn't answer a presented call. If all agents are gone, but left their seats logged in, the system will sequentally re-queue the call to each remaining loggged-in seat, logging off each one after no-answer. Finally after all agents are logged off, either themselves, manually or by this automatic (idiot-proof) process the Mitel queue shuts down, sending calls to the night message. (as it should)

By comparison, the Cisco contact center only places agents in a state of MakeBusy if they do not answer a presented call. The downside of this is that your call center could be empty (everyone left) yet calls are continuing to pile up in the queue, literally in perpetuity.

Is there a way to make the CCC auto shutdown in this scenario or is it actually this unintuitive (and horribly designed)?

Info/tips appreciated!!

Original MUG/NAMU Charter Member

 

[pndscm]

You can add a step in the script that checks to see if any Agents are available. If the number of available agents is '0' you could then send the call to the Night Message. It doesn't 'shut down the queue' but it will not place any more calls in the queue until an Agent becomes available. Place this step in the queue loop and even if a call that was delivered to an Agent that didn't get answered is returned to the queue, it will get the same treatment.

 

[MitelInMyBlood]

Thanks !

So if I understand correctly, this will cause the queue to see an "all agents makebusy" condition as being "not available" and if this condition is true then night message treatment will be applied? That may solve it.

It's a tiny queue, only 2 agents but the mgr insists on the calls flowing to the night message if the queue gets down to 1 agent and that one agent leaves their seat without logging out.

So again for further understanding of the path flow, after the wrap timer expires the vacant seat automatically returns to "ready" state, the next call is presented, a ring-no-answer situation occurs, the vacant seat then gets automatically forced into MakeBusy state and therafter the queue sends that call and all subsequent calls to the night message until someone comes back and goee back to ready state.

Do I have it correct?


Original MUG/NAMU Charter Member

 

[pndscm]

You have it correct.