Normal Call Center Behavior??? 5

[SupportDude]

Details:
IP Office 500v2
8.1.65
VM Pro (6 ports)
Running CCR with (7) Agents and (1) Supervisor
Hunt Group configured as CCR Agent group.
RingMode is Longest Waiting with queuing enabled.
No Overflow. No Fallback.

Issue:
If a call is in queue, all agents are busy, and all VM ports are in use, and a queued call hits the point that a message should be played (queued or still queued)the call will distribute to an agent that is already on a call center call.

I haven't had much experience with configuring a Hunt Group as a true Call Center queue with CCR and all.
Is this normal behavior or is something buggy happening here?

Appreciate any input.

Thanks!

-SD-

http://www.mysupportguy.net

 

[SupportDude]

More info ...
The queued call will only distribute to an agent if they have placed their original call on hold.
So it happens like this.
All Agents are busy on calls that arrived via the call center hunt group.
All VM ports are busy.
Agent places call on hold and then a queued call rings thru to the agent.

Additionally, I got a report today that when one agent placed a call on hold, it acted like a re-queued call and rang to another agent.

Pretty sure design intent is off the table at this point.

-SD-

http://www.mysupportguy.net

 

[tlpeter]

Do not use more then two CA's and reserve the last one.


BAZINGA!

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

 

[amriddle01]

Did you allow the system to remove "busy on held"? You probably did as it asks you every 2 f*#king minutes if you want to, set that back to on and re-test then ignore the systems Spanish Inquisition every user change


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

 

[SupportDude]

Looks like design intent is back on the table!
You guys are top shelf!

@amriddle - You nailed it. Busy on Held was indeed off. I love this product and continue to learn about it daily. I've only been working with IP Office for about 2.5 years. Up until then I strictly worked with the "N" word product line. I was sold on IP Office by the third day of training. Hands down the most versatile SME product I've ever seen, but still so much to learn. It can do so many things those other systems could not. I've actually had customers ask for this very feature before on the other product, but it looks at hook-switch status, so only one call per agent ... period. Nice to learn that IPO can be configured to allow more than one call per agent.
Thanks for freely sharing your abundant knowledge!

@tlpeter - Thanks to you as well! I had told the programmer to implement the "reserve last CA" but found that was turned off too. The agents all have three CA's for some reason, so it wouldn't have stopped a call from ringing through if the agent placed the current call on hold, but I think reserving the last CA should be mandatory in any situation when the end user may need to transfer or conference the call. Thanks for freely sharing your abundant knowledge!

-SD-

http://www.mysupportguy.net

 

[tlpeter]

Nice to see a former Nortel guy being hooked up for the IPO.
Most are not able to make the change -> sarcasme mode!!!


BAZINGA!

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

 

[snowman50]

At least now I know how to use the busy on held feature.

Always wondered why I kept getting the prompt

Looking forward to my first call centre Environment after being used to installing BCM cal centres

Only bad thing is you can't log into multiple skillsets / hunt groups under 1 login button

My note book is getting filled already .

 

[amriddle01]

Only bad thing is you can't log into multiple skillsets / hunt groups under 1 login button

Sure you can, with the "HuntGroup Enable" button, if you leave the action data blnk it will log the user In/Out of all groups of which they are a member


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

 

[amriddle01]

blank*


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

 

[Westi]

you actually can log into several huntgroups with one button.
huntgroup enable button and then don't pick any group from the list which makes it log into all huntgroups (or log out) at the same time

you can create overflow huntgroups to emulate skill set too.

if you have 3 huntgroups overflowing from 1 to 3 then put all agents with the highest skill into group 1 then the next batch into group 2 and the last resort into group 3.


Cheers and I also, like tlpeter, like the fact that a Nortel guy is not from the start against the IPO and tries to make the best of it. I have the other problem that I work more on Nortels (mostly 3x8 and 616 and older models) these days but have to learn it from scratch.

Joe W.

FHandw, ACSS (SME), ACIS (SME)

http://convergednetworks.ca

Give a tech a solution and he will be back tomorrow to ask you the next question, teach a tech how to read the manual and he will be able to solve the problems for a life time.

 

[amriddle01]

I don't know what you did to deserve that punishment Westi, but it must have been bad


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

 

[snowman50]

So much for my trainer

That was one of the questions I asked

Thanks for the answers.

Oh and yes I am converted from bcm to ip office

There is so much more Flexibility in the programming

 

[Westi]

Andy I have to do what brings food on the table and there are way more Nortel systems out there than IPO's and believe it or not those Nortels have been built well. They have features that other systems can only dream of and that was over 10 years ago. I have developed the deepest respect for Nortel systems as key systems, I have had no exposure to the BCM other than taking it out yet.

snowman
I remember my trainer (way back in 2003) had the manual in his hand and read from it. Half the stuff he could not make work because it was his first training and he never installed a system before and we had a lady in our course that constantly told him that he was wrong with stuff he told us. I am afraid these days a lot of companies offer training but are just not up to par.
I had the discussion about skills based routing with some Avaya officials last spring and told them that it can be emulated very easily and very well with the overflow and that the programming like that should be implanted into the system but apparently it is not up high on the priority list for most customers.

Joe W.

FHandw, ACSS (SME), ACIS (SME)

http://convergednetworks.ca

Give a tech a solution and he will be back tomorrow to ask you the next question, teach a tech how to read the manual and he will be able to solve the problems for a life time.

 

[hairlessupportmonkey]

Training? I'm an advocate of boot camp training, but the best training is take on old IP Office home and learn the proper way! There are lots of cheap 406v2 around that will run on rel5 with no licensing needed (and VM Lite will run too) and give you all the basic features you will need to program a switch properly.

ACSS - SME
General Geek

 

[IPGuru]

Bang on HSM
Take one home
break it then try to fix it, you learn far more than any course (basic training f1st still helps though!)

A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[Westi]

and with the 406 you will also learn to DTE it when it is really broken.
if you have install 2.1 and 3.0 and all the nasty releases and upgrade the beast over and over again until it fails and then hook up the serial cable and go over the DTE port.
Ahh the good old times
Best part though is that the 406 can run all the old phones, 4400 series I am thinking of, that everybody throws out so you get those for peanuts too

Joe W.

FHandw, ACSS (SME), ACIS (SME)

http://convergednetworks.ca

Give a tech a solution and he will be back tomorrow to ask you the next question, teach a tech how to read the manual and he will be able to solve the problems for a life time.

 

[snowman50]

Yes you guys are right

I did that with the bcm systems

I have now got a hold off a ipo for home use will be doing just that.

The dte port will be fun( sarcasm )

 

[Westi]

there is actually a great FAQ here on the forum for it.
I have done a dozen or so of these DTE recoveries and it gets easier with every time.

http://www.tek-tips.com/faqs.cfm?fid=6158

Joe W.

FHandw, ACSS (SME), ACIS (SME)

http://convergednetworks.ca

Give a tech a solution and he will be back tomorrow to ask you the next question, teach a tech how to read the manual and he will be able to solve the problems for a life time.

 

[amriddle01]

Indeed, as an indicator... DTEing a system is much much easier/troublefree than installing CCR, not sure if that's saying something good about the DTE procedure or bad about CCR but you get the drift


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)