Linear ACD group??

[RFWatts]

Please excuse my newbie question...I'm a Definity guy learning the Nortel...

I am trying to setup an ACD group that will allow the call to be delivered to a few primary agents first, then to another group of backup agents if none of the primary agents are available. I have set up an ACD group assigning a lower priority to the "backup" agents, but the nature of the ACD seems to want to evenly deliver the calls to all agents. I have 3 agent groups that need this setup. From what I can tell, the priority setting for the skillset affects how calls from multiple skillsets are delivered (based on highest priority skillset assignment), so I don't think that will work for what I am trying to do. I have a M1 Option 11 v25.4 with Symposium call management. I have also figured out that my switch is not optioned for group hunting. Any suggestions out there?

Thanks,
Mike

 

[Supernn]

The priority queuing is a bit difficult in Symposium. If you "queue to skillset xxxx" the call will be offered to the person with the highest priority rate (1) on skillset xxxx.
The other agents should have a lower priority (e.g. 4) set on skillset xxxx in the agent properties.

The call will only be offered to the agents with lower priorities if the other ones are not ready or busy.

If you "queue to skillset xxxx with priority 1" the call to skillset xxxx will be 1st in line to be answered (if there are more skillsets with calls in queue that is).
From here on it's the same as with normal calls, first the call is offered to agents with the highest priority, then to the lower ones.

By default "queue to skillset xxxx" stands for"queue to skillset xxxx with priority 6". The ones with "priority queueing" form a normal queue, so the first one in queue with priority 1 will be answered before e.g. call number 3 in queue with priority 1.

 

[RFWatts]

The problem I'm having is that the call will not always be delivered to my "primary" agents when they are logged in and available. For example, I have one skillset with 7 agents assigned. Two of those agents have a priority of 1 (skillset assignment), and the other five agents have a priority of 3. I would like the calls to always try to deliver to either of the first two agents unless they are busy or logged out. Then I would like the call to go to any of my five "backup" agents. When I tested calling the ACDN while my two primary agents where available, several calls went to the other agents (with priority 3). It looks like the calls are being evenly distributed to all the agents, which is usually fine, but not for my application. What does the skillset priority setting affect? Does it take effect when two calls from different skillsets need to be delivered? Or does it affect the delivery of calls only for that skillset?

I'm still puzzled!

Thanks,
Mike

 

[moose4me]

RF Wats,

What I can suggest is divide your group into smaller acd's and use the NCFW (night call forward) feature to force calls from one queue to another. What this will do is when all the agents are busy, or all of them logged off, the system will hop from one group to another. Think of it as a call forward feature.

 

[Supernn]

Skillset priority only affects the calls to different skillsets. Normally, as you stated, the calls should be delivered to priority 1 agents before handed over to priority >1 agents. (basic overflow).
Are you sure that the agents are logged in correctly at the specific time? Maybe verify the Agent Performance report to be sure.