IP Office Longest Waiting Hunt Groups

[tdsitek]

Wondering if any one else has run into this issue:

Hunt group configued as a CCR group with 10 agents and longest waiting mode. Everything appears to work fine - calls always ring to next available longest waiting agent. If an agents phone rings and they do not answer it, we have the system log them out of their phone and the call will ring to the next agent. The problem we have is if there is only 1 person available (either they are the only person logged in or all agents are on other calls). Call gets presented to agent and they do not answer the call (they got up from their desk and didnt go unavaialbe) - the incoming call continues to ring at the extension and does not log them out of the phone until the next agent becomes availalbe - sometimes 2 mintues. It is transparent to the caller because they still hear hold music/queue announcements but the Call Center admin hears phone constantly ringing with no one there to pick it up.

Also, anyone have a work around for 3 queue announcements in a CCR group without holding the port in still queued action?

 

[amriddle01]

It's the Admin's job to make sure there are Agents at their desks to take calls, if they can't do that give them a pick up button so they can then answer the call. The system will not log the last person in the group out deliberatly/by design I believe

ACS - IP Office Implement

"What the Crocodile Hat....was that?

 

[IPGuru]

1) What would you want to happen in these conditions?

2) as already stated by Amriddle this is a customer management issue. Why are all agents leaving the phones unattended.

 

[tlpeter]

I agree,

The biggest problem will always be human error/ behavior !

ACS IP Office
APSS IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
APSS UC
ACA - Voice Services Management


______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[tdsitek]

We handle the phone system, not their Call Center agents. It should not be a question of why are their agents leaving their desks. That is not our discussion. I am asking why it doesn't log that last person out so that the Reporting shows lost calls/not answered calls for that agents rather than not seeing the agents being automatically logged out.

 

[tlpeter]

If the last agent is logged out then there is nobody to answer the calls.
This is normal behavior and designed as it should be.
You can not change it, you have to tell this customer that this is how the real world works and he need to tell those agents to behave the way the system works.

If you have queuing on and there are no agents then the overflow, if programmed, will happen when the timer is used.

So if you have a overflow timer of 30 seconds then it will ring for 30 seconds before it overflows, even without any available agents!


ACS IP Office
APSS IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
APSS UC
ACA - Voice Services Management


______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[TomMills]

they really should be logging in and out themselves and not relying on the system to do it.

http://www.twitter.com/tem1985

ACSS-SME
Get well soon Aaron.

 

[IPGuru]

If the system logged out the last user & then dropped the calls you customer would soon be complaining about the number of lost calls ( & your task of tracing it would be even harder)

You need to advise the customer that this is correct operation
leaving the dept. unmanned is an internal issus for them to resolve various opts for them include:-

1) Training their agents not to leave the Dept without cover & not to leave un attended phones logged on & ready (this is what Busy NoT Available is for!)

2) Enable VM on the group so if not answered promptly the customer gets taken to a mailbox. of course this tells the caller that your cust cannot be bothered to man the call centre correctly & take the call.

I agree with you point about not managing their agents this is why you need to tel the customer this is NOT your issue