IP Office - Ring mode - Longest call waiting 2

[Jouik]

Hello
Maybe a stupid question, but i would like to get my thoughts confirmed, because I have no place to LAB this out and had not found a relevant topic answering my question.

Desired Scenario:
Call center is reachable on single number. There are two groups of people. One is dedicated for taking the incoming calls and very rarely do outgoings. This group should be hunted first in a Longest Waiting ring mode.
Now, if there is no free agent available in the INCOMING calls group of agents, the call should overflow to the group of agents doing mainly outgoing calls and the hunting scheme should also be Longest Waiting or to be precise the Longest Idle.

My question is:
Does the Longest Waiting counts all call activity? I mean In and Out calls together or just the In calls? I know that the Help says: "Longest Waiting The extension that has been unused for the longest period rings first...."

Just would like to confirm my thoughts that "The extension that has been unused for the longest period" means unused for all types of calls and not only for the calls being offered to agents in that hunt group.

Scenario that we would like to avoid:
2 agents in the OUTGOING calls group. Agent A doing one outgoing call after another. Agent B is just sitting there playing games. Then an overflow call from the INCOMING group comes in to this group of OUTGOING agents and is being presented to the agent A because the system does not recognize/counts in the outgoing calls of agent A. The Agent B is still sitting idle there.

Thanks for your expertise

regards
Jou

 

[Pepp77]

Longest waiting does mean longest idle. This means the longest idle can be broken by just taking the phone off hook and hanging up again.

| ACSS SME |

 

[intrigrant]

This means the longest idle can be broken by just taking the phone off hook and hanging up again

Received a star for a wrong answer.
Read the documents.

 

[Jouik]

intrigrant can you please kindly point me to the right document ? Or at least explain why you think the previous answer is wrong?

regards
Jou

 

[Pepp77]

I appreciate the star for the correct answer

I know it works this way because

1. Customers have noted users doing this to avoid calls.
2. I have just tested it on my in house system as the group I am in is longest waiting so I got the other 4 users to quickly pickup and put down their handsets then called the group and low and behold my phone rang.
3. It works on logest idle and when you go off hook and then hangup you can see in SSA that the idle time resets and it is this timer the system uses for longest waiting.

| ACSS SME |

 

[IPGuru]

In manager go to the group & then press the f1 key for help!

I don't think Pepp77's answer is so much wrong as incomplete.

The operation of longest waiting can be also be subtlety changed in the user settings

again go into user//supervisor settings & press f1 (Although the Reset Longest Idle time" setting should really be self explanatory anyway)





Do things on the cheap & it will cost you dear

 

[intrigrant]

I assume anyone installing or maintinging AVAYA IP Office has access to the documentation or at leqst to the help file in Manager.
Said that, in the user settings under telephony>supervisor settings there is a option "Reset Longest Idle Time" which can be set to "All Calls"(default) or "External Incoming".
When set to "External Incoming" only lifting a handset does not affect the LW timers.

 

[Pepp77]

Yeah, never ever changed that

| ACSS SME |