Queue question

[Neillsun]

Hi all,

I have IP Office 500v2 running 8.1. No VMPro.

We have decided to add a dedicated customer support line and employ someone to handle certain calls. the rest of the calls will be fielded by our receptionist.

The setup I am looking at is an Auto Attendant on our mail office line and an Auto Attendant on the Customer Care line. Depending on which option is selected from either AA the caller will go to either the Reception or Customer Care queue.

So far so good. However we are wondering what to do if the Customer Care queue becomes too long. Should it overflow to another queue with a different message saying we are experiencing higher than normal delay and have this queue ring the reception line as well? Or should the queue overflow straight to the reception queue? (Currently the reception queue overflows to the rest of the office, so that could stay as is).

How long should a call be in a queue before overflow? Is there a generally accepted time? I do understand this will depend on the amount of time to handle a call, number of callers, etc. Unfortunately this is all a bit unknown at the moment.

We'll probably have about 20 SIP channels active, and I would like to reserve 3 or 4 for 'office' calls if this is possible?

What kind of call stats can I get off the Avaya system? Doesn't need to be realtime, but something I can review to see if we need to rethink something.

Thanks,
Neill.

 

[montyzummer]

Queue times are really reliant on the customers you are dealing with , in my opinion a "Customer Care line" should not have to wait longer than possible .... in that i mean you ring scottish power sales and get answered in 5 seconds but call support and 2-3 hours is a usual wait time ,

You have a few options, buwhat service you want to provide your clients, below are just a couple

Turn on the queuing with comfort messages and say after 1 min no body answers send to your catch all group , or send to a overflow group back to an AA with an option to say press 1 to carry on queuing ( they will loose there original position though) or say press 2 to leave a voicemail call back request , then get mw lamps or indeed email sent out to your care team.

There are lots of other options or ways to deal with this but without knowing your business model and expectations of your customers this is hard to answer , as for stats you can get raw CDR data for free and utilize something like kiwi syslog server or preferably invest in xima reporting suite.

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[Neillsun]

Thanks. Too many unknowns at the moment. I'll set it up with a few minutes before overflow and monitor the stats as best I can.

Thanks,
N.