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 -

 

[Ihaditbutitsgone]

The conclusion is that if an Agent is Busy then we should have the option to tell Avaya to immediately Overflow. I personally think its completely bizarre that this option is there but disabled for CCR - Just because I have purchased CCR Agent licenses doesn't necessarily mean this is an urgent priority group which needs to be queued - I may just want to view the status of my staff!

 

[montyzummer]

this could go on for ever but it is clear something needs to be done in my mind (ACM Biased) priority routing would solve the issue across the board , calls would only go to queue or VM if nobody could take a call.

im sure others will disagree

APSS (SME)
ACSS (SME)