Queue's without Expert Agents

[JBM101]

We only use CM3 for ACD functionality when our main ACD (Concerto Ensemble Pro) is unavailable. The rest of the time it is just used for providing expensive stations on desks - apart from back office use.

I have directed the vectors to hunt groups containing station's. I have set the station's up with Aux work buttons depending upon which hunt group they are in.

However agents being agents like playing with these.
Recently I moved the call centre over to using the CM3 and found that calls were ringing out on phones where people weren't sitting and not bouncing back to the hunt group. Any idea how I can achieve this.

Also I need to be able to play comfort/queue messages broken up with hold music to customers who are queueing. I'm guessing the best way of doing this would be to have vectors for each hunt group which will loop the calls back every x seconds, but will jump out of the loop if an agent becomes available. Just wondering if anyone has done this sucessfully or if anyone has better ideas for doing this.

 

[wildcard100001]

Enable RONA (re-direct on no answer) on the hunt group form (pg 2), enter the number of rings threshold to "bounce back to queue". So if the agent is gone, the system puts the agent in Aux and requeues the call at the top of the list once the ring threshold has been reached.

In the vector's... you only need the queue step once... you can enter an announcement step then a wait-time 30 secs hearing ringback (or music if you have it)then loop back to the announcement. Once an agent is availiable the call will route to that agent.

Simple example:
1 wait-time 2 seconds hearing ringback
2 queue to skill xxx
3 announcement xxxx (all reps are busy etc..)
4 wait-time 30 seconds hearing ringback
5 goto step 4 if unconditionally
6 stop

Thanks,

Wildcard