Transfering queued calls to another switch

[emach]

My vectors have always been very simple ones so I need some help. We now have a 2nd location that will take calls from our primary call center. We've decided to not have any calls in queue at our primary location. So once all agents are on calls, any calls coming in should go to the secondary location (non-Lucent facility).

Is it as simple as a "goto step xx if calls queued in split 1 pri h>0" where step xx sends the call off to the 2nd call center?

Sounds simple but I'm afraid I'm missing something. Running on v6 by the way. Thanks in advance for the help.

James

 

[RTMCKEE]

it is pretty much that simple. We have a bunch of sites and use

goto step ?? if avaliable agents in skill XX = 0

the step ?? routes the call to an 800 number that drops them into a second queue. Definately not the most cost effective way to do it, but it does work.

RTMCKEE

 

[Ronster]

A more cost effective way is to get your network provider to set up intelligent call routing. What we do is something like:

01 goto         step   7   if available-agents in skill 1          <  1
02 wait-time    2   secs hearing ringback
03 queue-to     skill 1   pri m
04 wait-time    10  secs hearing music
05 goto         step   3   if unconditionally
06 stop
07 busy
08 stop

Step 7 gives busytone back to the network and it therefore knows to send the calls to the next site in the routing plan. You can also set it up so that if the last site on the routing plan returns busytone the network plays a message.

NOTE: you have to go straight to busy or the network will think you have answered then hung up. Do not put any wait steps before giving busy.

Hope this helps,

Ronster

 

[TeleBOYWONDER]

Ronster, but your way you lose control to the network. Personally I much rather route it to another VDN or vector and that way I have my CMS tracking the calls.
If you send the busy customer hears that quick busy and could hang up before being redirected.

 

[Ronster]

In the UK using the BT IN (Intelligent Network)Platform the calls are routed to the next node in the routing plan without the caller getting busytone. You can also change the routing plan with a phone call or over the internet using secure access(BT Horizon).
Some other Telcos have similar offerings.
You can also get comprehensive reports either on CD or paper and near real time reports via the internet.

This is a much more sensible way of sharing calls between callcentres that don't have a TIE trunk. You don't use two lines for transferred calls.

Many advantages and if you can trust your provider, you should still be in control.

Ronster