Email and Voice Skills

[7deedtz]

Good day All,

We recently deployed Avaya EMC 6.5.3 and Avaya Aura 7.1. We are currently having issues with multi-channel interruption matrix.

The interruption matrix is as below:
• If an Agent is busy with an Email interaction, Voice or Chat can/should interrupt that
Email
• But if Agent is busy with Chat, Voice should not interrupt
• And if Agent is busy with Voice interaction, Chat should never interrupt
Below is the setting:
• Email Skill, Multiple call handling : none
• Chat Skill, Multiple call handling: One-per-skill
• Voice Skill, Multiple call handling: One-per-skill
Station Setting:
• Auto Answer enabled
• Multimedia mode: enhanced
• 3 Call appearance button
Agent Setting
• Auto Answer enabled

The scenario here is, the first interaction should auto answered, whether is Chat, Email or Voice. If/When Voice Interrupts Email, the Voice/Chat should ring by the Agent desk.

With the issue here is with the above settings, the Voice and chat are interrupting each other if they are the only interactions the agent is busy on. Is there a way to avoid/stop these two channels from interrupting each other and still be able to interrupt email?

What would need to be changed/installed to achieve this requirement?

Thank you in advance.

Dee

 

[rkuper]

Did you ever discover a solution to this issue? We are on 6.3 and having the same issue....

 

[7deedtz]

Hi Rkuper,

No, I am still searching for answers.

The only possible work-around is to combine the chat and voice skill to one skill

I am yet to implement this but Skill reporting will be difficult to separate Chat and voice