Queue position with overflow 1

[ipheart]

Question
Different huntgroups with queue position in VMPro and all overflow to the same group
For example 3 groups with 3 callers in the queue, they all overflow to the overflowgroup
will the queue position count 3 (queue position original group) or count 12 (position Overflow group)

 

[tlpeter]

What is your question and what did you try already?


BAZINGA!

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

 

[amriddle01]

All stats and timers count against the initial group AFAIK

 

[ipheart]

Question is what if 3 huntgroups have the same overflow group and if callers overflow to this group what will be there queue position in this overflow group.

As mentioned above, for example
Huntgroup A 3 callers in queue
Huntgroup B 3 callers in queue
Huntgroup C 3 callers in queueu

Huntgroup D overflow for all off the groups above

For example
All of the callers in queue go to the overflow group at the same time and there are 2 agents available in the overflowgroup.
Wich of the above calls will be answered first ?

 

[IPGuru]

simple answer - it depends

Detailed answer.

if the overflow group is busy then the calls stay queuing at their prime group only reaching he overflow group when someone becomes free

which call gets to the free agent in the overflow group will depend on :-

1) Priority of the call - hi priority calls will ring first obviously
2) waiting time of the call - the longest waiting call will overflow first.

in your example, assuming equal priority the 2 longest waiting calls would ring the overflow group



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

 

[Gunnaro]

There is actually no definitive answer to this, too many variables.
Calls inherit the timers from the initial group (as Andy correctly stated)
If you have 3 active call, all coming going overflow from different HG, they will hear they are "number 1 in the queue".

Then there are settings like Collective, Sequential and Immediate overflow, all making things hard to anticipate.
Calls even bounce back at the initial HG if not answered by overflow, so the third call may be the one answered first because the two others already bounce back.

If you really want a true queue position in the overflow, you need to transfer the call out of the initial HG.
If using this method you shouldn't use $Qpos in the initial HG, number may raise in the overflow, pissing off the caller.

(And a higher Priority call mentioned by IPGuru does the same damage, squeezing in front of the others.
"you are number 1"..."you are number 2..." WTF!?!)

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[ipheart]

Gunnar

Transfer call out of the original huntgroup?
Do you mean in incoming callroute, queue off and no VM then Fallback extension ?
Or is there another way to transfer out of HG ?

 

[Gunnaro]

The overflow feature does not send the call to another group, it just adds one or more agent from the overflow HG to the initial HG.

To free the call completely, you can use Queued or Still Queued (announcement 1 or 2).
If you put a Transfer-action in one of these, the call will be sent off to the destination and not return.

You are limited to only two different announcements per HG, unless you do a bit of fancy programming.
Using conditions and/or timers, you can play a verity of messages on the same announcement (Queued module).

When you feel time is up, send the call to the second announcement (Still queued) where the transfer action is.


Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[ipheart]

Ok, programmed that and looks good now, queue position and Chronicall reporting looks also better now.
Thanks all

 

[Gunnaro]

Chronicall reporting looks also better now.

That's why I did this in the first place, to avoid the accumulating unanswered figures for a single call.

You're most welcome, glad it helped you out

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam