Queue and Still Queue messages on 4.0

[spazz41]

We got talked into upgrading from 3.2 to 4.0 in an effort to get rid of the numerous problems we've had with the system, and this upgrade has been a nightmare.

With 3.2 we had Queue and Still queued messages, and the queued would only play if there were no agent available and the still queued would loop on whatever time we set in ipoffice. Now with 4.0 our vendor has enabled the "announcements" tab in ipoffice manager for each of the hunts to give us the same features... The problem is our "queued" message ,or 1st annoucement as its called in the new version, now plays everytime we get a call instead of only when in queue. I see there is a time delay we can set, but I'd prefer to get it back to how we had it where it just worked when we needed it to, not on a timer. Is this possible ?

 

[amriddle01]

Your vendor should not have put you on 4.0, 4.2 and even 4.1 is far more stable, you will find 4.0.x has far more bugs than 3.2.....Your vendor isn't very goos in my opinion. What 4.0 level are you on?

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[spazz41]

we are on 4.0(14)
That is interesting because he put us on 4.0 because he is scared of the new releases being buggy.

 

[amriddle01]

New releases, 4.1 has been around ages

· For IP Office 4.0+, any calls waiting to be answered at a hunt group are regarded as being queued. The Normalise Queue Length control allows selection of whether features that are triggered by the queue length should include or exclude ringing calls.

That should help

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[amriddle01]

So as you can see, that's just how it works. Your vendor should have made you aware of these changes really.

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[spazz41]

Normalize queue length is already on ...

 

[amriddle01]

No, that was not the soulution just to draw your attention to the fact that that's the way it now works...sorry. You will have to just raise the timer to above the average answer time for one of your agents.

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[TomMills]

wow. seriously, the best peice of advice you have been given here is that your vendor is not very good.

4.0 was notoriously terrible. i know plenty of engineers that dont use forums or any help from the web etc and they are all still aware of how terrible it was. upgrade to 4.2. at some point you will be glad you did.

we only have 2 sites on 4.0 and that is their choice. we have suggested upgrades many many times.

it wont change the way things work, but you will be on a stable release, with some new features, and you will be able to make things work in a way that satisfies you.

Never argue with an idiot. bystanders won't be able to tell the difference.

 

[spazz41]

Thanks for the advice, does the firmware need to be updated on the phones if I do an upgrade to 4.2 ?

Also I've noticed that my agents phones don't display the queue name anymore when they get an incoming call, is there a way to label the hunt groups so they know what queue they are taking a call from ?

 

[TomMills]

depends what version of 4.0 you were put on, from memory 4.05 4.07 use 2.00 firmware, above that up to current release all use 5.0.

what do the phones display now?

Never argue with an idiot. bystanders won't be able to tell the difference.

 

[spazz41]

When they get a call now it just says "external" where it used to say the huntgroup the call was delivered from.

we are on 4.0(14)

 

[jamie77]

You should get the hunt group name displayed on the screen.

Or use Line Tags in the incomming Call Routes. This stays in Phona Manager for the life of the call.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

Football is not a matter of life and death-It is far more important!!!!

 

[spazz41]

I can't tag them by lines, because some lines can branch to multiple hunts (tho I'm glad to know that option exists).
It's definitely not showing them like it used to now though

 

[intrigrant]

that's one of the "hidden" features of 4.0, go to 4.2.14 and they will see the groupname again

 

[kholladay]

You could try adding a Variable Routing action to both your Queued and Still Queued actions between the Start and the promp/menu and select $POS on the specific tab and enter a value of 0. Then connect No Match to the prompt and 0 to nothing it should not play the prompt for any caller at queue position 0 (i.e. first in line). For that matter if you always have 2 agents logged in you could add values for 0 and 1 connected to nothing and No Match to the prompt which would not play the prompt for the first 2 callers.

Kyle Holladay
ACA-I, ACA Call Center, ACS-I, ACS-M, TIA-CTP, MCP/MCTS Exchange 2007
ACE Implement: IP Office

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