Next Agent 1

[altmank]

Is there software or perhaps DevConnect API's which allow you to know who the next agent will be for an incoming huntgroup call based on the current ring mode for that huntgroup?

My goal is to have a wallboard up which will allow people to get a sense of when to expect their phone to ring. Chronicall (reporting platform in use) does not offer this feature.

 

[amriddle01]

Make it collective then they all know, but seriously this is such a rare request I doubt anything does it, why do they need to know? Phone rings answer it, if you haven't taken a call in a while chances are you're next

 

[tlpeter]

I would use rotary or longest waiting.
This will also not ruing your reports like collective does


· Rotary (previously known as Circular)
Each extension is rung in order, one after the other. However, the last extension used is remembered. The next call received rings the next extension in the list.

· Longest Waiting (previously known as Idle and Most Idle)
The extension that has been unused for the longest period rings first, then the extension that has been idle second longest rings, etc. For extensions with equal idle time, 'sequential' mode is used.

· Release 4.2+: Where hunt group calls are being presented to a twinned extension, the longest waiting status of the user can be reset by calls answered at either their master or twinned extension.


BAZINGA!

I'm not insane, my mother had me tested!

 

[7deedtz]

Have you tried wallboard, agents longest waiting feature. I haven't tried it myself but see if that may help

Mitel, Avaya, NEC, INDEX

http://www.vcs-sa.co.za

 

[altmank]

Longest waiting with Chronicall is about as close as I can get. However chronicall will reset idle time during certain events however avaya doenst consider these the same so its inaccurate in certain scenarios. We just moved away from Collective which prompted this. Management only give an agent 7 seconds to answer a call and then it skips them, thus people feel they are unprepared at times (idle can be up to 15 minutes sometimes) and may not grab the call in time but if they had notice it would be better.

 

[amriddle01]

7 seconds to answer a call on a system with a 5 second ring cycle is poor management tbh, should be 10 secs so they get 2 ring cycles not just, they may as well just make it 5 secs otherwise

 

[altmank]

Poor management it is then! This comes from the CEO directly.

 

[amriddle01]

Perhaps he needs advising on why that choice of time is a poor one, by somone in the know....you

 

[altmank]

Well, its not a poor choice if you want them to only have 7 seconds (which he does), regardless of how the ringer sounds.

 

[amriddle01]

That's how they are alerted of the call though, so it's an important consideration. You are trying to find a way of alerting them before it rings that they need to answer so you may as well actually give them more time to answer with the audible alert, makes sense to me but that's just me

 

[7deedtz]

Seems the CEO needs to know how the system works and phone systems do not work as the customers wants. We cannot make bananas but we only grow the tree!

Mitel, Avaya, NEC, INDEX

http://www.vcs-sa.co.za

 

[altmank]

I think the end result of this is that there is no technical way to solve for knowing the next agent to be alerted of a call regardless of everyone's opinion on ringer duration.

 

[IPGuru]

Force feed?
Then the agent cant fail to answer the call.
a bit unpleasant though it may make them start using Busy wrap-up correctly

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