Setting up EAD-MIA...not working?

[Moshimoshi]

So, as an extension of questions I've asked here before, I finally was able to get the consent to activate some of our EAS options for a small call center we have (three endpoints, multiple in).

What I did is created a vector, and a skill for each type of call...then created three agent IDs for each agent, and then made them members of each skill at different skill levels so certain agents would receive priority before the others.

Below is how I have these things configured...but its not working, if I do a *164 (login) + 6940 (agent ID) it logs in, Aux-work lights up...but calls ignore step 2 below:

Number: 500 Name: Brand 1
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y
01 wait-time 2 secs hearing silence
02 goto step 6 if staffed-agents in skill 50 > 1
03 goto step 11 if staffed-agents in skill 1 > 1
04 messaging skill 99 for extension 3064
05 stop
06 queue-to skill 50 pri m
07 announcement 1935
08 wait-time 10 secs hearing music
09 goto step 4 if unconditionally
10 stop
11 goto vector 22 if unconditionally
12 Disconnect after announcement none
13 stop


The skill setup for Skill 50 is:

HUNT GROUP

Group Number: 50 ACD? y
Group Name: Brand 1 Queue? n
Group Extension: 3064 Vector? y
Group Type: ead-mia
TN: 10
COR: 45 MM Early Answer? n
Security Code:
ISDN Caller Display:
HUNT GROUP

Skill? y Expected Call Handling Time (sec): 180
AAS? n
Measured: none
Supervisor Extension:


Controlling Adjunct: none



Timed ACW Interval (sec):
Multiple Call Handling: none

Redirect on No Answer (rings):
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n


Now...I do have "Queue" unchecked in this group, because we don't really want them to queue, we just want to check skill level 1...no one available? try skill level 2...still no one? Try skill level 3...okay still no one, THEN flow out to a different call center as a backup.

Hope that makes sense, I just know the above isn't working, even though it checks 50 to see if more than one agent is logged in, no matter what skill, it skips that and goes right to skill 1.

Can anyone give me a hand sorting out what I'm doing wrong?

~Sean
-----------------------
Telecom Analyst, FOI.\\\\_______________

 

[Moshimoshi]

Hmm...well, I tried to switch 'queue' to y, now if I force it to go to step 6, I don't get 'queue failed' anymore. But step 2 still fails to look at skill 50 and say "yeah, someones staffed, goto step 6"



Anyone out there who has done a few of these?

~Sean
-----------------------
Telecom Analyst, FOI.\\\\_______________

 

[Moshimoshi]

Grrrrrrrrr....no matter what I do, the line to inspect "staff-agents" or "available-agents" ignores the bloody step!

This is so frustrating.

Do I need to have a completely seperate vector set up to manage queue and call-loading??

Like, vector 1 looks at hunt 50 then says go to vector 51 if someone available, otherwise go somewhere else

and then 51 is all of my queue-to/wait-time crud???



~Sean
-----------------------
Telecom Analyst, FOI.\\\\_______________

 

[Tolson]

02 goto step 6 if staffed-agents in skill 50 > 1

The above step will only work if you have more than 1 agent staffed in the skill. If you only have one agent staffed then you need the statement to say staffed agents > 0. the other option is to log in 2 agents in that skill and try the test.

 

[Moshimoshi]

Oh dear god, am I really that dumb? *tries, has been staring at this all day*

~Sean
-----------------------
Telecom Analyst, FOI.\\\\_______________

 

[Moshimoshi]

Pfft. Hahahahaha

Thanks Mate!

~Sean
-----------------------
Telecom Analyst, FOI.\\\\_______________

 

[inerguard]

Moshimoshi, you should still set your hunt groups to Queue = y.

On a vector you can have the system check 3 skills, so for example

01 queue to skill 150 pri m
02 queue to skill 151 pri m
03 queue to skill 152 pri m

The system will check 150 and if no one is available, it immediatley checks 151 and so on. The system will always be better than humans at working out whether an agent is available and where to queue the call etc. In this example, if the call was answered by skill 151, then on CMS reports, you would see a "de-queued" call for skill 150


[Started on Version 3 software 15 years a go]