Symposium Scripting Issue 1

[scubaboy]

I have a customer that has Symposium 4.2 with CCS 100 and 200 software. Their ACD agents receive calls on their In-calls key for an 800# that is used by people trying to establish new business. Every agent wants these calls because they are "MONEY" calls. So we want to evenly distribute the “MONEY” calls amongst our commissioned sales agents. However at the same time they are waiting for “MONEY LINE” calls the agents are suppose to be making outbound call to potential customers (sort of like a manual predictive dialer) using their personal DN on their ACD telephone.

The way that Symposium routes its calls to the agent who has been idle the longest (which includes the personal DN key) encourages our agents to not make the outbound cold calls because they will be least likely to receive the inbound “MONEY LINE” calls. I need a way to route ACD (money line) calls to the most active agents. Also when agents are on their DN key the In-calls key will not ring. I know if a call is waiting in the queue an agent can put their DN key on hold and press their In-calls key to force the call to them, but is there a way to ring automatically to an ACD phone when the DN key is in use.

I have also considered using Host Data Exchange with an external database to have the HDX database provide the queuing order of the SCCS agents. I am trying to find a way for the external database to do a look up in the SCCS statistics database to see which agents have receive the least queue calls and make the most outbound DN calls.

My final solution is to put 2 physical phones or 1 soft phone and 1 actual phone using one for outbound and one for inbound queue calls. What an ugly way to do it with all of this wonderful technology!

Any ideas on how to offer calls to agents that have been busy the most, not idle the longest?

Thank you for any input. Jason

 

[BMiles2000]

I would first check to make sure that you have set the Global setting under Skillsets to send the call to the longest total time since last CDN/ACD call. Goto your skillset window and then click on file and then Global settings. This may help for queuing purposes but I donot know about ringing the In-Call key while on your personal DN. I will run a test tonight and let you know what I come up with. Also there may be a variable you could use by calculating the ratio of inbound and outbound calls. I will run the HDX question by my coworker. We use HDX to Siebel for screen pops. Our internal technician wrote his own middleware instead of purchasing CTI. So if anyone knows this answere he would. Good Luck

" Just a thought- Maybe have each agent within there own skillset and que calls evenly over all skillsets in that application. I would have it check each agent (skillset) to see if they are logged in and have it que to that skillset (whether busy or not, just habe it check for logged in), then have it wait for 6 seconds or so (should give them enough time to answere the call, if they are already on a money call then they would just let it time out and move on to the next agent, IE: skillset in that application). This may be a way for you distribute calls evenly. Depending on how many agaents you have depends on whether this is feasible. "

 

[jaxtech1]

Scubaboy

Here are 2 quick solutions that may help you with having your agents answer an in-calls line while on their private DN.

1. Under the call presentation class in Symposium make sure that the option "Answer call by placing DN on hold" is checked.

2. In ld 23 when configuring an ACD group there is a prompt called "ACAA" which allows the agent to place a private DN call on hold and answer an in-calls or queued call.

I hope this will help

jaxtech1