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Replacing an agent in an ACD que with IP phone - Ratio of calls too high for one agent

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WhiteRob

MIS
Oct 6, 2015
4
CA
This is my first time posting, please go easy on me.

I have an ACD que with 6 TN's in it. They were all 2616's but I replaced one of them with an IP phone, an 1140.

My understanding is the incoming calls should rotate through the available agents, however the IP phone is getting a higher volume of calls than the other agents.

DN 3521
TYPE ACDN
ACID 3591 TN 012 1 01 00
ACID 3593 TN 012 1 01 01
ACID 3595 TN 012 1 02 05
ACID 3594 TN 012 1 01 03
ACID 3596 TN 012 1 01 07
ACID 3592 TN 240 0 07 08


I programmed the keys as follows:

KEY 00 ACD 3521 0 3592
AGN
01 NRD
02 DWC 3521
03 SCR XXXX 0
04 SCR XXXX 0
05 MSB

The user with the new IP phone is complaining that they are getting more calls than the other agents.

Did I miss something? Is this possible, to mix an 1140 in with the 2616's?

Thanks for the help!

 
There is nothing in set programming to do this. My guess is everyone else is getting just as many calls.
 
The ACD calls are presented to the longest idle set
 
Well.. I was present there and we simulated 4 incoming calls, the first went to person A and the next 3 went to the person with an IP phone.
Racking my brain trying to figure out if I'm missing something.
 
This probably has to do with patches that I'm behind on, but your comment has helped me craft better google searches, thank you.
 
You aren't missing anything. The calls go the longest idle set. It doesn't alternate calls, but longest idle gets the next call
 
Switch them all to 2616/3904 or all to 1140. I know its not the right way, but it should eliminate the issue. Also it cuts down on training/bickering if they all have the same phone type. If you still think it is happening, check your ACD reports. They will tell you everything.
 
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