Immediate Overflow

[IPOfficeIreland]

revisiting this thread,

http://www.tek-tips.com/viewthread.cfm?qid=1680580

And after reading the manual it states that Immediate Overflow works when agents are not active. "An active agent is an agent who is either busy on a call or in after call work".
So is it supposed to work when agents are in DND - Reason Codes? I'm finding this is not the case, the agent has to be actually logged out. Is it a bug or just badly written documentation? v 8.1.52

 

[IPOfficeIreland]

I'm just testing this at the moment but not sure of the results for CCR.
Call to VMPro - test User state - if DND, check next user, etc, etc, if all in DND XFR to Overflow group. Problem is that on CCR target report will now be the overflow group and not main group. I can see reporting complaints, scratch that, more reporting complaints!
anyone know if vmpro can check if a user is on a call? Was thinking of using free format Get off_hook_station status but not sure it this would work....

 

[IPOfficeIreland]

no, off_hook_station is only if the box is selected in user.

 

[IPGuru]

As far as I understood it this was to allow calls to overflow without queuing if no agets were avaialble (which means logged of)
an agent on DND or on a call is available & could become free during the overflow time whilst the call is queuing.

if you want calls to overflow as soon as agents are busy then you need to disable queuing, but that could cause other problems.


A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[IPOfficeIreland]

you would think on DND Reason code, e.g. lunch/break/Toilet would mean the agent is not available to take calls. the documentation just states if agent is on a call he is classed as "being available". Can't turn off queueing because it's a CCR group. The DND on/off test in vmpro seems to work ok, well on my test system. will update on live site results...

 

[amriddle01]

Is this a collective group? If so there is an old undocumented trick to do this

 

[IPOfficeIreland]

no Andy it's a Longest Waiting CCR group but I'm interest to know how anyway?

 

[amriddle01]

You just turn off the overflow timer and instead use the no answer timer to control how long before it overflows, that way if all are busy,on DND or logged out it overflows immediately. This has worked for a long time before that setting was introduced

 

[IPOfficeIreland]

I though you were going to amaze me with some really cool vmpro trick!

 

[amriddle01]

No, but that isn't documented and I discovered it purely by accident, works well if you need it

 

[IPOfficeIreland]

ok. was using the check dnd status on vmpro but have a problem. if the user is logged out we can't check this, and obviously DND will be off if logged out. anyone got other ideas?

 

[IPOfficeIreland]

where's TaureanDragon when you need him!

 

[tlpeter]

I guess this is not a bug as the agent is in the huntgroup but DND.

Me, myself and i have put in a grip request for this around 4.2 or so.
Funny enough they accepted my well written down suggestion and understood the need for this option.
I must say that DND never was mentioned in my request.


BAZINGA!

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

 

[jamie77]

I put a GRIP in for this and don't fully like what we have, and I made that point at the trial state when this was put in.

To my mind and available agent is one sat there waiting for a call. Busy/ACW/DND is not available. Even CCR agrees. the only time is shows an agent as availble is when they are idle.

But to answer your question, what you have found is how it is supposed to work.

Jamie Green

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