Direct Agent Calls

[m1kep]

I have a client with Direct Agent Calls and BCMS who want to know the amount of calls they are getting from customers as opposed to mums, dads, cousins etc.
They have EAS switched on but no two agents can handle the same customer directly! (What if one is hit by a bus?)Anyway, I have suggested turning the DID extension into a VDN and routing the calls to the agent (who would be given another agent id). They have now told me that they would like calls answered by specific agents if the "main" agent is not available. The order of the "back-up" agents is very specific. From my understanding, they would like the skill to work as a DDC Hunt group but measured like a skill. I have suggested that the other "back up" agents have the same skill but different levels ie. 1/1 for the main agent but 1/3, 1/5, 1/7 for the subsequent 3 back up agents.

Is there a better way to do this do you think?

Any help would be appreciated.

Regards
Mike

 

[bbhsn]

Need more information - have worked this route before with Bank call centers who have agents handling specific accounts.
1) There are DAC skills set up?
2) Are the agents setup as DAC agents?
3) Are the DAC agent id's within the DID range, assuming each client has a specific DID they are calling? (dial plan figures in here)
4) Do they want an option to go to voice mail for the DAC agent vs speak to a live back-up agent?
I can help furtehr knowing these things.
Brad

 

[m1kep]

Sorry for the delay...

Yes to all of the above!

M1kep