SCN route unanswered calls to least busy sites

[FredisRed2]

I'm at the test/design phase of a 15 site SCN proposal.

Its been mostly fun, I think VM Pro is pretty good.

After many days I still cant get a couple of things on the list to work, maybe someone has an idea?

Firstly we want to escalate unanswered calls to other least busy sites. I was hoping to find a way to test how busy other sites were & transfer once. Will also help with the Chronicall real-time stats. I think I need to avoid separate overflow groups (thinking to up & keep the priority when transferring calls to other sites).

They also want to manage a CLI list (maybe 500 numbers) of their VIP customers which would be given high priority.

I was thinking maybe run Preferred with a database or something, but I don't have the experience to know. Wouldn't it be great if you could get the real-time, calls in Q stats from Chronicall into VM Pro?

All sites have ISDN. It will be a new install, so the latest versions, Centralised Voicemail & Chronicall. The proposal is replacing BCM's.

 

[hairlessupportmonkey]

Chronicall reporting on 15 sites? That will be fun. It was a pain enough for three. You will need a reporting licence for each site you want to report on, then all the agent licences. DONT use the intersite file.

I dont think you can route calls based on how busy a site is. Perhaps you could get clever with VM Pro.............

CLI to prioritise VIP customers, either done on the ICR or via VM Pro and an editable Excel spreasheet.



ACSS - SME
General Geek

 

[AACon]

The only way to "route" via least busy sites, would be to have an overflow to a distributed hunt group with a longestwaiting/idle ring style. I cannot think of anything within VMPRO that you could hack together to test those things, other than test your place in queue in one huntgroup, and if > than something, transfer to another group, and test again, and so on and so forth, but that would be a nightmare.

CLI to prioritize, a list that size, would really require a vmpro database connection (licensed). OR you could have a fun day of putting that into incoming call routes.

-Austin
ACE: Implement IP Office

 

[FredisRed2]

Thanks guys!!!

Does anybody know if VM Pro can generate a random number?

Hairlesssupportmonkey; yep centralised reporting, 15 sites, sends shivers down my spine. I’m struggling to get accurate reports with or without the intersite file & this is on just 4 sites in my lab. It sounds like you also have spent time on this, you think without the file is the way to go?
AACon; routing calls to least busy sites, my days of tinkering, I too have came to the same conclusion. It’s good to hear it from someone more experienced.

I guess at the end of the day escalated calls should be a small percentage, a compromise with the customer will have to be met.
At this stage I think I might break down escalations into 2 site types, the busy 4 & the smaller 11. For each site in each site type I will use the following tests to route unanswered calls. I will link each site in each site type in a circle using the following actions in the call flows.
Just arrived condition (Q time less than 10 seconds)
Calls in Q greater than x condition (escalate to next site)
Time in system greater than y condition (up priority & escalate to next site)

& finally Time in System greater than xx condition (escalate to other site type)
Oh & a little time zone condition checking in there somewhere.
That should take up the best part of a day.

VIP CLI matching, I think I will tinker with the Spreadsheet & database ideas, found little information about this so far, Oh well the search continues.

Cheers Fred

 

[AACon]

Yeah the CLI matching can be done through ICR, but it's a pain to enter. *TECHNICALLY* you could probably edit, and re-import the configuration.csv, but I do not recommend it. I've done it with some things in the past, but the ICR's have this GUID on them, and I'm not sure how that generates, or if it would mess anything up.

Like I said, with the advanced edition license (or possibly a legacy db license), you could put them all into an access database, and pull that info into vmpro to check. You could also do a SQL connection, and throw a web front end on it using php and be able to enter/edit numbers easily...but that's getting into some custom setup. Thing to note, however, is that I've seen some delay of the database connection even on a local database (on a fast machine). For something like inbound routing, it may introduce a delay while doing a lookup. I'm not saying it WILL, just that I've see it do it before. So, keep that in mind.
And with that information, and an advanced edition license, you could put company/user name info in there, and have the system say "thank you for calling mr. roboto! we are transferring you to highest priority!".

I kinda want to do that on my demo kit now. Just to kill time.

-Austin
ACE: Implement IP Office