MCR with symposium

[shmish111]

Does anyone know how I can get more than one phone to ring at the same time for CDN calls going through a script in Symposium? The phones are set up with ACD numbers but I don't want all the phones in an ACD queue to ring. Can a script be made to ring more than one phone at once?

Any help would be much appreciated.

 

[StanleySteamer]

If you don't care about using agents then just use the ROUTE CALL to the MCR DN.

 

[shmish111]

Ah now, the agents are important, we use scripts in symposium to control calls to different skillsets etc.

A call to CDN 1 might be routed to agents A,B,C and D and a call to CDN 2 would be routed to agents C,E and F.
What I want is for A,B,C and D to ring simultaneously when a call goes through CDN 1 and C,E and F to ring simultaneously when a call goes through to CDN 2.

Really, when there are calls ringing on both CDNs, I may want the CDN which is associated with the highest level skillset that agent C (who uses both CDNs) has to ring them or I may want the call that has been ringing the longest to be ringing agent C. Can I get this level of control?

 

[captaingadget]

I'm afraid you will not get this level of control using Symposium alone. Symposium will only ever ring one agent at a time, as Stanley says if you want to use an MCR then you will have to use the ROUTE CALL command at which point Symposium will terminate.

You can alway use some clever logic within the script 1st before using ROUTE CALL, to determine available agents etc.

 

[shmish111]

What about using hunt groups (I've never used them before)?

 

[captaingadget]

Yes, you can use hunt groups, but you still need to use ROUTE CALL if Symposium is in the loop.

Maybe best to use hunt groups rather than Symposium. You'll get no stats though.

 

[shmish111]

OK thanks. Well it seems best to leave it to ring one phone at a time for now. It's a shame you can't put an AND command in the scripting e.g. "QUEUE TO AGENT 1234 AND QUEUE TO AGENT 2345". Is there some fundamental reason why this can't easily be done or could it be requested from Nortel for future releases of Symposium?

Thanks for help by the way

 

[captaingadget]

You can do this, just miss out the AND. Separate the agents by commas i.e. QUEUE TO AGENT 1234, 5678. But it will still only ring one at a time.

 

[shmish111]

If I put QUEUE TO AGENT 1234, 5678 how do I control how long each agent rings for?

 

[captaingadget]

There are a two ways.

In the script:
QUEUE TO AGENT 1234
WAIT xx
REMOVE FROM AGENT 1234
QUEUE TO AGENT 5678

OR queue to both agents and have the call prsentation class control how long the phone rings before returning the call to the queue i.e. the other agent. The problem with this method is that when a call is returned to the queue in this manner it usually makes the original agent set "NOT READY"

 

[djwht]

how important are your reports to you?

because you could have mcr 1234 for agent a,b,c,d and mcr 9876 for agents e,f,g,h and etc.

where cdn =
value xxx : execute route call 1234
value xxx : execute route call 9876
end where

 

[sandyml]

The problem here is that you are attempting to violate the fundamental design of ACD. The intent of ACD is to identify an agent who is not tied up on anything else (such as on a DN call), reserve that very agent for a selected call, and control/track that call to that phoneset until disconnect. Placing the call to multiple agents is just outside the scope of tightly controlled ACD routing. I don't anticipate any change to that with any future releases of Symposium/Contact Center.

You might consider queuing to agent (instead of to skillset). That might give you the flexibility of picking out individuals. You might also look at adding smaller skillsets - subsets, if you will -- and queuing to them selectively at different priorities and under different conditions.

 

[shmish111]

I actually use ACD queues as a backup in case something happens to Symposium (which has happened). Symposium scripts can give me a lot more control although I don't know why Nortel didn't make a flow based language for them, it would have been so much nicer and easier to see what's going on. For the larger scripts, I often draw flow diagrams to help me anyway.

 

[sandyml]

Actually, I was also referring to Symposium. As you know, Symposium overlays ACD, and uses ACD sets for call control and delivery.