Immediate Overflow Not Immediate when CCR Agent

[Ihaditbutitsgone]

I have 3 Hunt Groups called 1 2 3 and have an overflow set at 30 seconds and also have Immediate Overflow activated for 'No Active Agents'. This worked fine but I have recently changed these to CCR Agent Groups and when, for example, all Agents are busy in Group 1, a new call doest immediately Overflow into Group 2 - it takes around 12 seconds.

Do I have to change the 'Ring Mode' to something in particular? I currently have it set to 'Longest Waiting' - I cant have 'Collective' as I need to report on individuals performance?

Any ideas kind knowledgeable Avaya People? Thanks

IP Manager 10 - Avaya 5410 -

 

[montyzummer]

do you have queuing turned on ?



APSS (SME)
ACSS (SME)

 

[Ihaditbutitsgone]

Hi Montyzummer,
Yes Queuing is selected but the tick box for this is greyed out and I cant change it to turn it off?

 

[amriddle01]

It's greyed out as it is a CCR group, it can't be changed as it is required for CCR to function correctly

 

[montyzummer]

There you go then looks like the queue is there for the reason, and im talking poo , you dont have duplicate memebers in youre overfolw group do you.?

As if you do it could be ACW timers or no answer timer coming into play .

APSS (SME)
ACSS (SME)

 

[amriddle01]

When using CCR then queueing is required for the stats to be generated and reports created correctly etc, therefor it will force a queue and ignore the immediate overflow setting, that setting is not to be used with CCR in reality as it kind of defeats the purpose of the software much like a collective group does

 

[Ihaditbutitsgone]

I see...

So there is no way i can avoid this 12 second delay? Its causing me untold grief as Lost calls are mounting and obviously could do without this delay? Would the duplicate entries being removed help?

Thanks again

 

[amriddle01]

Or it could be a bug of course

 

[Ihaditbutitsgone]

Gotta hate those god dam bugs!

Thanks for all your help guys

 

[tlpeter]

The whole reason for this option is the immediate overflow when there are no agent logged in.
When all agents are busy then it should queue but when there is no agent logged in then it should overflow straight away.


BAZINGA!

I'm not insane, my mother had me tested!

 

[montyzummer]

TLPeter and Amriddle are correct, and duplicate entries are possible but do cause issues in CCR, the whole point is CCR groups are for agents to answer phones or queue until they do(staffing levels alwauys an issue here) so the immidiate forward that TLpeter referes to will solve youre problem but you need to drive home that agents log out / use dnd reason codes etc when unavailable to take calls .

APSS (SME)
ACSS (SME)

 

[jamie77]

I already made the point to Avaya (at trial) that this feature SHOULD include busy agents. It should overflow when there is nobody available, busy agents are not available!!!!!

This was a feature that I (plus many others) put a request in for.

Raise it to Avaya and tell them it should work like this and needs changing or at least an option to include busy agents.

Jamie Green

Football is not a matter of life and death-It is far more important!!!!

 

[tlpeter]

I do not agree.
There is only a need for immediate overflow when there are no agent.
When agents are busy then they are there but cannot take the call yet.
Then they should stay in the queue.
When there is nobody then a caller will be in a queue for nothing.


BAZINGA!

I'm not insane, my mother had me tested!

 

[jamie77]

but if you have an overflow group to take the call, why not send it there if that is what the customer wants.

Most small call centres people just want it answered quickly, and therefore overflowed quickly.

We have a site with CCC and collective groups that overflows to nearlly evrybody in the building. He just wants the call collected by a human as quick as possible.

I will admit not all.

Jamie Green

Football is not a matter of life and death-It is far more important!!!!

 

[amriddle01]

Point being Jamie, if calls routinely overflow then the members of the overflow group belong in the initial group really, overflow should be the last resort when the caller has queued so long at least someone answers albeit not the right person.

That said all avaya needs is a tick box you can toggle "Busy Agents count as not available" or something to that effect

 

[montyzummer]

Staffing Issues Staffing Issues Staffing Issues Staffing Issues Staffing Issues Staffing Issues ......but who will get out the ££ and employ some more people, or buy more CCR agent licences and increase the size of the main group with morte people,hang on scratch that i will tell what is needed priority based routing or expert agent handling as in ACM , must be dead easy to add something like that if only for this purpose.

APSS (SME)
ACSS (SME)

 

[tlpeter]

But when it needs to be answered quickly then you do not need queuing and then it will overflow immediately

I ran in to this issue a couple of years ago and i needed the immediate overflow and could build it without queuing but i needed that queuing.

So there is a choice -> to queue or not to queue


BAZINGA!

I'm not insane, my mother had me tested!

 

[montyzummer]

agreed i would implement auto answer no lazy people not answering phones , then with priority based routing everybody in the building can be given a decending priority no missed calls ever no queuing needed (in theory ) or in busy periods the queuing kicks in .

APSS (SME)
ACSS (SME)

 

[amriddle01]

Indeed, some more advanced/ACD group options are long overdue in the system now, but Avaya will not do it as it will step on the Aura/ACM's toes

 

[jamie77]

Enterprise sites will have the staffing levels that don't need this feature and losing the odd call isn't as major=ACM

Samll sites need to make sure they act on every call as every ££ matters and need the calls answered quickly=IPO

But when it needs to be answered quickly then you do not need queuing and then it will overflow immediately smile

And then you put CCR into the mix and can't disable Q'ing!!!!

If this worked on busy, it would give a slight cheat on skills routing!!

Jamie Green

Football is not a matter of life and death-It is far more important!!!!