Mitel call centre agent demand calls 1

[BillB66]

is it possible for an acd agent to demand a call from a Queue ?

if so is there any additional licensing required
-system is a 3300 MXe with intelligent q and interactive call contact centre ,phone set manager

 

[Mitelmatt]

As part of the 6100 suite there is a product called Visual Queue.

In that you can see all calls in the queues that you want to monitior. If you see a caller you want to "Grab" you can right click on the call and send it to any extenion (Agent ID)

You can also drag and drop callers between queues, if you are using Proirity on the queues etc.

I think it's just a one off cost like Interactive CC

 

[BillB66]

Thanks , I was aware of that , unfortunately we dont have the license , I wasnt sure whether there was any other way of delivering a call to an agent that doesnt get automatic delivery . I suppose they would have to use multiple login id's and log into a different class

 

[Mitelmatt]

Wouldn't be brilliant but you could use Overflow, put the Secondary agents in a second group the "kicks in" after the overflow timer ? Then if Primary agents are free they get the call first, if not the seconadry agents get included after the Overflow timer? You can overflow up to 3 times to groups? It always looks back too, so if the overflow timer kicks i and it starts looking for free agents in secondary, and a primary agent becomes free it'll take it back to that primary agent?

Just a thought

 

[kwbMitel]

If overflow is an option you could also consider using agent Skill routing. Skill routing is more efficient is some cases and does not involve timers that might unnecessarily delay answering the call.

Conceptually the Skill level = Priority

Agents with skill 1 will receive calls before agents with Skill 2 and so on for 256 skill groups.

If you use skill groups you should design gaps to allow future skills to be introduced.

Eg.

Normal Agents are skill 5

Overflow Agents are skill 10

Supervisors are Skill 15

The above setup will present calls to all agents with Skill 5 first and if all skill 5 agents are busy it will immediately (No overflow timer) present to skill 10 and if none available it will check skill 15.

By making your standard agents skill 5 you can allow room to program training agents as skill 1 to maximize your training time because skill 1 will get all calls first. After training the agent is reverted to skill 5.


*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Mitelmatt]

kwbnmitel

Was just thinking that too after my last post! Good spot