Refused vs. Lost 1

[YTCrackerz]

I've started to monitor the agents a bit more closely using the Call Center Biew and I'm noticing that calls will ring to their extension sometimes and then they go back into ready mode and the call is logged as Refused - External. I'd hate to think they were intentionally dropping calls but is there any other possibility?

 

[intrigrant]

Refused calls are calls wich have rang on a station but the station did not answer the call.
Usually there is a ring time-out programmed for huntgroups, after the time out the call goes to another groupmember and the extension were the call rang counts another refused call.
Also calls wich rang on a second call appearance button will be counted as a refused call even when the agent was on a call at that moment.
Thus, no call appearance keys for ACD agents.
Refused calls with a shorter time as the ring time-out are intentionally refused.

 

[IPOUK]

You won't get another call on a second call appearance if you have Busy On Held ticked (without it ticked, if you put someone on hold, another hunt group call will come throuhg).

If you are on a hunt group call already, you certainly shouldn't get another hunt group call.

I don't see there being a problem of using CAs with agents.

 

[superikey]

Is there a way to make the busy on held feature only apply to group calls. If the user places a group call on hold we dont want them to get any more group calls, but we do want them to get calls which coem direct to their extension.

Isaac Braca
CTO / ICCS & Co., LLC.
Email: braca@iccsllc.com

ICCS, Your Premier IT Partner, is a NYC Based Avaya Business Partner and IT Consulting Firm.

 

[IPOUK]

Not that I know of.....they will get direct extn calls if they are on any type of call. But the busy on hold will just stop any calls when on hold - most people don't mind getting a call when on hold but it does stop other hunt group calls coming through!

 

[superikey]

WIll Busy on Help stop Coverage or Bridged Apearances from ringing on that users phone?

 

[jconrad0305]

turn of call waiting on the hunt group. that will prevent a second call from coming in to an agent and make queueing work right

 

[superikey]

jconrad0305

turning off callw aiting does not help when an agent puts a call on hold. we are trying to prevent agents from getting additional hunt group calls from a queue even when they place a call on hold.

 

[YTCrackerz]

Really the problem I'm trying to stop here is calls going to someone's extension when it is dialed directly. I have come up with a couple solutions but they aren't great.

1. Give agents one call appearance button and one line appearance button. Make the line appearance outbound only (and make sure to start from the bottom up i.e.- line 801 always gets used first so use line 823 instead)

2. Since the problem is mostly derivative of callers being able to access someone's extension directly from the auto attendant you could always give every agent their own "phantom hunt group" and route the auto attendant calls through there. The downside? Agents have to check two mailboxes for voicemail.

By the way, where does this leave lost calls? Is it considered lost only when they hang up while the phone is ringing? (We do not have queueing enabled)

 

[jml2665]

use both, HUNT GROUP "call waiting off" and USER "Busy on Held"

 

[YTCrackerz]

Update on the new methods, giving agents one call appearance and one line appearance does not work because it leaves agents unable to transfer calls.

I am going to try method 2 (phantom hunt groups). I'll keep you updated.

 

[intrigrant]

Agents can have two appearance keys but then you must use the "RESERVE_LAST_CA=" option in the users trusted number list. Disable "Calls Waiting" & enable "Busy On Held" for all agents.

Then "Fantom" groups are not necessery..

 

[YTCrackerz]

Awesome intrigrant, that's what I was looking for. Thanks.