Good day
I am looking for some thoughts on a situation.
We have two Contact Centre 6 servers networked together with NCC
Site 1
Call1 - Agent 1 on IN call answering on skill test_skill1 (which is a network skillset)
Site 2
Call 2- Agent 1 on network in call from simte 1, answering on skill test_skill1)
Call 3 made to site 1 (all in same script etc), call in queue , real time displays shows calls queing in test_skill1 on both site 1 and site 2.
Agent 1 becomes available, call presented, but Agent 1 goes not ready. Caller hears in queue music again.
Real time displays now show call only queued to site 1.
Agent 2 on site 2 becomes available but call is never delivered (agent 2 in idle state). Only when agent 1 on site 1 becomes available does call get presetned.
It seems that when agent hits not ready, call is returned to skillset test_skill1, but only locally. I have put in staements (in the repeat loop, such as "IF PRIORITY IN NETWORK QUEUE = 0 THEN QUEUE TO NETWORK SKILLSET test_skill1"
However, logging shows that the priority in the network queue remains as the original queue priority.
The only way I can get this to work, as in utilise the other group of agents in site 2, is to issue the command "REMOVE FROM NETWORK SKILLSET test_skill1" and then requeue it to the network skillset test_skill1.
I am concerned about any issues around this, in the way of load or the impact of removeing calls from network queue and putting back in again.
Any thoughts?
I am looking for some thoughts on a situation.
We have two Contact Centre 6 servers networked together with NCC
Site 1
Call1 - Agent 1 on IN call answering on skill test_skill1 (which is a network skillset)
Site 2
Call 2- Agent 1 on network in call from simte 1, answering on skill test_skill1)
Call 3 made to site 1 (all in same script etc), call in queue , real time displays shows calls queing in test_skill1 on both site 1 and site 2.
Agent 1 becomes available, call presented, but Agent 1 goes not ready. Caller hears in queue music again.
Real time displays now show call only queued to site 1.
Agent 2 on site 2 becomes available but call is never delivered (agent 2 in idle state). Only when agent 1 on site 1 becomes available does call get presetned.
It seems that when agent hits not ready, call is returned to skillset test_skill1, but only locally. I have put in staements (in the repeat loop, such as "IF PRIORITY IN NETWORK QUEUE = 0 THEN QUEUE TO NETWORK SKILLSET test_skill1"
However, logging shows that the priority in the network queue remains as the original queue priority.
The only way I can get this to work, as in utilise the other group of agents in site 2, is to issue the command "REMOVE FROM NETWORK SKILLSET test_skill1" and then requeue it to the network skillset test_skill1.
I am concerned about any issues around this, in the way of load or the impact of removeing calls from network queue and putting back in again.
Any thoughts?