S8300/G700 - v13 - Station answer mutliple calls in multiple queues while logged in to all? 1

[pichels]

Hi-

S8300-G700's w/ Software G3 Version: V13/3.1.

We have Customer Service - users/stations that are part of 3 queues in CMS.
In our current config - we cannot answer calls from other queues when logged into another queue.

Is it possible for a station to put a call on hold in queue #1 "while" logged-in" - then if their phone rings/call comes in from another queue #2 - answer that call?
And still maintain connection or retain call on hold in queue #1?

Hope this makes sense - please let me know if you need further info.
Thanks for any help.

-SP

 

[AvayaTier3]

display system-parameters customer-options                      Page   6 of  11
                         CALL CENTER OPTIONAL FEATURES

                          Call Center Release: 3.0

                                ACD? y                          Reason Codes? y
                       BCMS (Basic)? y               Service Level Maximizer? y
         BCMS/VuStats Service Level? y             Service Observing (Basic)? y
  BSR Local Treatment for IP & ISDN? y     Service Observing (Remote/By FAC)? y
                  Business Advocate? n              Service Observing (VDNs)? y
                    Call Work Codes? y                             Timed ACW? y
      DTMF Feedback Signals For VRU? n                     Vectoring (Basic)? y
                   Dynamic Advocate? n                 Vectoring (Prompting)? y
       Expert Agent Selection (EAS)? y             Vectoring (G3V4 Enhanced)? y
                            EAS-PHD? y              Vectoring (3.0 Enhanced)? y
                   Forced ACD Calls? n     Vectoring (ANI/II-Digits Routing)? y
               Least Occupied Agent? y     Vectoring (G3V4 Advanced Routing)? y
          Lookahead Interflow (LAI)? n                     Vectoring (CINFO)? y
[COLOR=#CC0000]Multiple Call Handling (On Request)? y[/color]      Vectoring (Best Service Routing)? y
    [COLOR=#CC0000]Multiple Call Handling (Forced)? y[/color]                  Vectoring (Holidays)? y
  PASTE (Display PBX Data on Phone)? y                 Vectoring (Variables)? y

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[AvayaTier3]

Avaya Call Center
Automatic Call Distribution (ACD) Guide
07-300478
Release 3.1
February 2006

Multiple Call Handling
Multiple Call Handling (MCH) allows agents to receive an ACD call while other types of calls are
alerting, active, or on hold.
This section includes the following topics:
● Administering MCH on page 190
● MCH applications on page 190
● MCH settings on page 191
● MCH considerations on page 193
● MCH interactions on page 194
Administering MCH
The following forms and fields are required to administer the MCH feature.
The MCH column on the List Hunt Group form contains the value that you enter in Multiple Call
Handling.
MCH applications
Use Multiple Call Handling in applications where you want agents to take additional calls without
dropping the active call. Examples of applications include:
● An agent and a caller may need to wait on a call for information. MCH allows the agent to
put the call on hold and handle other ACD calls until information is available.
● ACD calls may be more important to your business than non-ACD calls. Use MCH to
interrupt agents on non-ACD calls with an ACD call.
● In an EAS environment, calls from one skill may be more important than calls from another
skill. Use MCH to interrupt an agent who has a call from the less-important skill with a call
from the more-important skill.

You can use MCH in an Expert Agent Selection (EAS) or non-EAS environment.
● With EAS, you can administer any combination of MCH and non-MCH skills for an agent. If
an EAS agent is a member of both MCH and non-MCH skills, he or she can handle
multiple simultaneous ACD or direct agent calls only in the MCH skills.
● Without EAS, agents can be logged into only one split if it is an MCH split. Similarly, am
agent logged in to a non-MCH split cannot log into an MCH split.
MCH settings
This section includes the following topics:
● On request on page 191
● One forced on page 191
● One per skill on page 192
● Many forced on page 192
● MCH example on page 193
On request
In on-request splits/skills, the following is true:
● If an agent goes into auto-in or manual-in work mode, but there are no calls in the queue,
the agent is placed at the bottom of the MIA queue or at the bottom of their skill level in the
EAD queue, or is made available in the DDC queue.
● Agents must select auto-in or manual-in work mode for each new ACD call they take while
a call is on hold.
● The agent can take additional ACD calls as long as there is an available line appearance.
Use on-request MCH in conjunction with a feature such as VuStats, which agents can use to
see when the queue is getting full and take additional calls.
One forced
An agent who is idle or active on a non-ACD call is automatically interrupted with an ACD call
from this split/skill when no other ACD call for any of the agent’s splits/skills are alerting, active,
or held. In addition, the following must also be true:
● The agent is in manual-in or auto-in work mode.
● The agent is the most idle or next available.
● An unrestricted line appearance is available.
● AUX work or Move from CMS are not pending.
As long as an ACD call is active or held, the agent does not automatically receive an additional
call from the one-forced split/skill. An agent in a one-forced split/skill in auto-in or manual-in
work mode is unavailable for that split/skill from the time that an ACD call rings until all ACD
calls are abandoned, redirected, or dropped. However, the agent can request another ACD call
from a one-forced split/skill by placing the active call on hold and selecting Manual-In or auto-in
work mode.
If an agent with multiple skills is active on an ACD call for a group with one-forced MCH, the
agent could be forced to take an ACD call for one of his or her other skills, depending on that
skill’s MCH settings.
Because one-forced MCH forces an ACD call to alert an agent who is not on an ACD call, use it
when you want ACD calls to take precedence over other calls.
One per skill
You must have EAS to use one-per-skill MCH. An agent with no ACD calls for this skill is
automatically interrupted with a single ACD call from this skill under the same conditions listed
for one-forced.
If a one-per-skill call is active or held, the agent does not automatically receive additional calls
from that skill. However, the agent can request another ACD call from a one-per-skill in the
usual way.
If an agent with multiple skills is active on an ACD call for a one-per-skill group, the agent could
be forced an ACD call for one of his or her other skills if those skills are many-forced or
one-per-skill MCH.
Use one-per-skill MCH when calls from one skill are higher priority than other ACD calls.
Many forced
Agents are automatically interrupted with an ACD call under the same conditions listed for
one-forced. As soon as an agent answers an alerting ACD call, the agent immediately becomes
available to receive another ACD call from a many-forced split/skill.
Agents in many-forced groups in auto-in or manual-in work mode are unavailable only when an
ACD call is ringing.
Use many-forced MCH when agents must answer important or urgent calls, even when they
must put equally important calls on hold. It can also be used to force direct agent calls to an
agent.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[pichels]

Thanks AvayaTier3 - our options look the same already?
Is there more to configuring what we want?

Read the doc you showed above...maybe our users are not handling calls the correct way?


display system-parameters customer-options Page 6 of 10
CALL CENTER OPTIONAL FEATURES

Call Center Release: 3.0

ACD? y Reason Codes? n
BCMS (Basic)? y Service Level Maximizer? n
BCMS/VuStats Service Level? y Service Observing (Basic)? y
BSR Local Treatment for IP & ISDN? n Service Observing (Remote/By FAC)? y
Business Advocate? n Service Observing (VDNs)? y
Call Work Codes? y Timed ACW? y
DTMF Feedback Signals For VRU? n Vectoring (Basic)? y
Dynamic Advocate? n Vectoring (Prompting)? y
Expert Agent Selection (EAS)? n Vectoring (G3V4 Enhanced)? y
EAS-PHD? n Vectoring (3.0 Enhanced)? n
Forced ACD Calls? n Vectoring (ANI/II-Digits Routing)? y
Least Occupied Agent? n Vectoring (G3V4 Advanced Routing)? y
Lookahead Interflow (LAI)? n Vectoring (CINFO)? y
Multiple Call Handling (On Request)? y Vectoring (Best Service Routing)? n
Multiple Call Handling (Forced)? y Vectoring (Holidays)? y
PASTE (Display PBX Data on Phone)? y Vectoring (Variables)? n
(NOTE: You must logoff & login to effect the permission changes.)

 

[AvayaTier3]

There is lots of flexibility. You need to read the document again to understand usage and options
available for different agents, splits, skills on how to handle the calls.


A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[pichels]

Thanks - we'll review the ACD guide and discuss options and go from there.