Enhanced Call Center 3

[RikRodgers]

I'm looking for a workaround for this...

The customer has split hours of operation for their call center- On Mon, Tues, and Wed, they're available from 9-11, but on Thurs, it's 9-11, and 5pm-7pm. I set up Thursday's hours as 9am-7pm, with the daytime overflow to the same mb as night routing, but if a caller hits them at say, 11:05, before everyone's wrapped up and logged off, they'll get through.

Suggestions?

 

[hawks]

Not real sure you can because the system still sees an agent as logged in so if it can it will put that call through to the agent. Maybe by using Ringing Services in the phone system. You can try to set up a ringing service to automatically come on at 11 and point the line to that ring group then have the service turn back off at 11:05 or so. That should give the agents time to log out.

 

[RikRodgers]

Thanks, Hawks. The only problem I run into there is that all CO's are AA answer- 24/7.

As a temporary measure I've told them to instruct the agents to place current callers on hold, and log off at 11:00. They haven't complained yet, so I'm not losing sleep over it. Without a third schedule for the skillsets, that may be the best I can do for them.

 

[SupportDude]

Hey Rik .....
Assuming you are using AA and then CCR to get the calls to the skillsets, why not use the AA schedule to send the call to the Skillset mbox.
Just change the time on the afternoon greeting for Thursday to 11:00 and attach a CCR with a transfer to the skillset mailbox as the home node then set the evening greeting to 5:00 and use your normal CCR tree.
You could actually use this setup on a daily basis, just make the necessary adjustments in the AA time of day schedule.

-SD-

http://www.mysupportguy.net

 

[Deweyhumbolt]

SD is right, full-time AA is an advantage, not a detriment.

Adversity is Opportunity

 

[hawks]

Correct me if I'm wrong but the CCR is attached to a Table and not a Greeting itself. You can change the Greeting by time of day but how do you change the Table?

 

[hawks]

Ok, I think I get where your going it takes me a couple of minutes early in the morning. You can set up different CCR Trees by time of day for the Table. So yes if you build another Tree with a the Path 0 set up as leave message, then point it to the Call Center mailbox and have it turn on at 11:00 that may work. Let me go get some more coffee.....

 

[RikRodgers]

Brilliant. I'll give it a shot. I got my mind stuck on the call ctr schedule, and didn't even think about the AA's.

Thanks!

 

[SupportDude]

You're welcome!
Glad to be of assistance.

-SD-

http://www.mysupportguy.net