What is the best way to route calls to a general extension where there are 8 members but they want 4 to receive calls during the morning hours, the other 4 to receive calls in the afternoon and also have voicemail in the mix if any are missed, after hours, holidays, weekends, etc? Using CM 3.1.4.
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Time-of-day Routing-Split between 2 Groups
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In a previous call center environment we had a similar situation with some other additional considerations.
We took a group of about 50 agents. half of them had skill 1 lvl 1 (with skill 2 as a backup - lvl 2). The other half has skill 2 lvl 1 (with skill 1 as a backup - lvl 2). They all has skill 3 lvl 1.
In the vector we checked for staffing in skill 3. As long as there were agents in skill three we queued calls to skill 1 (with skill 2 in the morning and skill 2 in the afternoon. At night we queued to skill 3.
I don't know if this will help in your situation but good luck.
- Miguel
A very wise and well respected man once told me "Shut Up!".
We took a group of about 50 agents. half of them had skill 1 lvl 1 (with skill 2 as a backup - lvl 2). The other half has skill 2 lvl 1 (with skill 1 as a backup - lvl 2). They all has skill 3 lvl 1.
In the vector we checked for staffing in skill 3. As long as there were agents in skill three we queued calls to skill 1 (with skill 2 in the morning and skill 2 in the afternoon. At night we queued to skill 3.
I don't know if this will help in your situation but good luck.
- Miguel
A very wise and well respected man once told me "Shut Up!".
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- #3
well if your 8 folks are not using agent ID's ... you could setup each group in a seperate coverage answer group.
So you would need:
Cover Answer Group A (First 4 members)
Cover Path A (Point 1 uses Cover Answer Grp A)
Virtual Station A (Uses Cover Path A)
Cover Answer Group B (Second 4 members)
Cover Path B (Point 1 uses Cover Answer Grp B)
Virtual Station B (Uses Cover Path B)
Vector Y
VDN X (uses vector Y)
Vector Y sends calls to virtual station A in the morning, and then sends calls to virtual station B in the afternoon. In the off hours it can send calls to voice-mail.
The only consideration here is that if the call goes to either of the groups .. and nobody answers it .. you need the second point in each of the cover paths to send the call to voice-mail (which will drop into the mailbox for the VDN extension).
- Miguel
A very wise and well respected man once told me "Shut Up!".
So you would need:
Cover Answer Group A (First 4 members)
Cover Path A (Point 1 uses Cover Answer Grp A)
Virtual Station A (Uses Cover Path A)
Cover Answer Group B (Second 4 members)
Cover Path B (Point 1 uses Cover Answer Grp B)
Virtual Station B (Uses Cover Path B)
Vector Y
VDN X (uses vector Y)
Vector Y sends calls to virtual station A in the morning, and then sends calls to virtual station B in the afternoon. In the off hours it can send calls to voice-mail.
The only consideration here is that if the call goes to either of the groups .. and nobody answers it .. you need the second point in each of the cover paths to send the call to voice-mail (which will drop into the mailbox for the VDN extension).
- Miguel
A very wise and well respected man once told me "Shut Up!".
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