We are sending billing overflow calls to an off network sub-contractor. We do not have any control over the other parties phone system.
The problem that we are running into is that when call traffic is heavy, they cannot handle our call volume. Once their Que is full, it says good-bye and starts dropping customers. Is there anyway in Nortel Symposium Contact Center, either in intrinsics or within the Script to stop sending calls out once these calls reach a certain threshold and then start sending them again via a second parameter?
I can't find anything to help me accomplish this but maybe I missed something. I don't believe that CC is smart enough to do what I am seeking.
I know we can delay the calls from leaving our que and or set up to 5 time slot intervals but, management will not give us the green light to do this.
When we get contacted about this issue, we just manually change the route in application-builder so no more calls go out of the billing overflow, customers then hold in our que anyway. It's not everyday that this happens but when it does we have other tasks to deal with, other than monitor call volume via the PRI's we are sending these calls out of.
The problem that we are running into is that when call traffic is heavy, they cannot handle our call volume. Once their Que is full, it says good-bye and starts dropping customers. Is there anyway in Nortel Symposium Contact Center, either in intrinsics or within the Script to stop sending calls out once these calls reach a certain threshold and then start sending them again via a second parameter?
I can't find anything to help me accomplish this but maybe I missed something. I don't believe that CC is smart enough to do what I am seeking.
I know we can delay the calls from leaving our que and or set up to 5 time slot intervals but, management will not give us the green light to do this.
When we get contacted about this issue, we just manually change the route in application-builder so no more calls go out of the billing overflow, customers then hold in our que anyway. It's not everyday that this happens but when it does we have other tasks to deal with, other than monitor call volume via the PRI's we are sending these calls out of.