Interactive Intelligence (I3) 1

[tonerwand]

Can anyone tell me about the I3? I have a customer that just got rid of their I3 for Cisco PCCe. They are having a real problem with it because of how it is functioning (BTW its functioning right). For example, when they make outbound calls they are automatically put into a "not ready" state so they don't get an inbound customer call. They have realized that they are no longer the longest idle agent and get pushed to the "back of the line" as to when they get their next inbound call. They swear to me, that the I3 would allow them to make outbound calls and it would not affect the idle state timer therefore still receiving call in the order they thought they would. So, did the I3 really do this? If so, what type of ACD configuration does that system support? I know there are few different ways to distribute ACD calls, but nothing to hold your place in line per se.....


Any feedback would be great, thanks

 

[PERRYPJ]

Good Luck we got ready of that piece of JUNK a long time ago

OLD ROLMEN WORKING ON NORTELS AND AVAYA

 

[tonerwand]

Im not offended either way, but are you referring to the Cisco box or the I3?

 

[intrigrant]

Both.... Avaya IP Office can do that too, idle timer only for inbound external calls...

 

[tonerwand]

Thanks intrigrant

One Question so I'm clear....the idle timer only for inbound external calls is for inbound ACD calls correct? And if I make an outbound call the idle timer doesn't change therefore your place in receiving that inbound ACD call doesn't change correct?

 

[BIS]

Hi PERRYPJ,

I am curious - are you referring to InIn ?

We are on Avaya EAS here, but the marketing folks are looking at InIn so I would love to hear what the major troubles with that platform are...

 

[curlycord]

both"

Damn that was funny, star for that!


=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[intrigrant]

Indeed if the option "Idle timer only for external calls" is selected (a per user parameter) then only inbound external calls have impact on the idle timer.
It doesn't have to be ACD agents, it applies to any user receiving longest wating group calls.
I have nothing against I3 or Cisco, I am not familiar with those systems I only was in a sarcastic mood when I typed it as the Cisco engineers I know are very denigrated against Avaya products as if Cisco is the best telecom platform on earth...
Every system is OK but each system has its own specifics and as a Telecom advisor you should pick the system which suits the customer best and not what the engineers like/know best.