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Trying to get Call Pilot Call Center to work

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wuzhounet

wuzhounet

Technical User
Apr 8, 2014
27
US
Hello, I have set up Basic Call Center on a Call Pilot 100 version 02.10.06.00. I only have 2 agents and 1 skill needed. Calls come in on a DID number Target 207.

The problem happens when the agent does not answer their call if for example they leave their desk and forget to log out. The calls stays there ringing for a long time and then the calls come in and they get answered telling the caller that all agents are busy but then they just sit there going thru the Skill set and then to the Skill Set mailbox after a few minutes to take a message.

The calls never get sent back to any of the agents. I also not sure if I am suppose to set the sets CFNA to NON or to the CDN or the VM DN. All esle seems to work out ok.

I would appreciate any help, I am sure I must have something left out. Thank you

This is my Call Center Parameters below:

Call Center Parameters
----------------------
Primary Alert: 00:10
Secondary Alert: 00:30
Reserved Channels: 02
Enable Caller ID: Name with number backup

Call Center Agents
------------------
ID Name Skillsets/Priority/Supervisor Auto Answer Call Type Missed Call
-- ---- ----------------------------- ----------- --------- -----------
1 Agent1 1-10-S N Voice Make Not Ready
2 Agent2 1-1 N Voice Make Not Ready
3 Agent3 1-1 N Voice Make Not Ready
4 Agent4 N Voice Make Not Ready
5 Agent5 N Voice Make Not Ready
6 Agent6 N Voice Make Not Ready


Call Center Skillsets
---------------------
ID Name Ctrl MWI Method Break Delay Lang Attd EWT# EWT EWTInit ActEntry
DN DN Time Ans Type Ext Calls Inc CallDur Type
-- ---- ---- --- ------ ----- ----- ---- ---- ----- --- ------- --------
1 SKILL1 6900 6002 Least busy 00:00 00:00 pri 10 Yes 00:03:00 OPT

Call Center Routing Tables
--------------------------
Skillset Day Service Night Service
-------- ----------- -------------
Skillset 1 1 Distribute for 01:00
2 Greeting 1,Forced,No Transfer
3 Distribute for 01:00
4 Greeting 2,Normal,No Transfer
5 Distribute for 01:00
6 Transfer to mbox 6900

Skillset Mon Tue Wed Thu Fri Sat Sun
-------- --- --- --- --- --- --- ---
Skillset 1 Day 24 Hour 24 Hour 24 Hour 24 Hour 24 Hour 24 Hour 24 Hour
Skillset 1 Nght

Call Center Overflow
--------------------
ID Name Enabled Rule Service Mode Condition Action
-- ---- ------- ---- ------------ --------- -----------
1 SKILL1 Y 1 Day No agents Skillset mbox


Call Center Greetings
---------------------
Grtg Status Caption Used for Skillset
---- ------ ------- -----------------
1 OK All Agents Busy - 5 Rings 1
2 OK Agents Busy - Leave Msg Option 1
3 OK Agents Busy - Leave Msg Option none

Line Answering
--------------
Line Rings Table Skillset
---- ----- ----- --------
157 2 1
207 0 1

 
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If agents leave their desk without logging out and is presented with a call the CP puts them in not ready if there is no answer. The agent has to log back in. The call follows the skill set and goes to mailbox 6900 because there are no agents logged in.

Marv ccna
telemarvlogosmall.gif

Sales, Installation & Service for Norstar, BCM, Samsung & Allworx Serving Ottawa and Eastern Ontario since 1990
 
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Thank you. IF there are two agents logged in and one leaves the call rings at the agent who left for what seems like 10 - 15 rings and then finally goes back to the Skillset. Is there any way to set a timer that if a call at an agents phone is not answered in x number of rings or seconds that the call will either go back to the skill set or will move onto the next agent.

Should I program my skillset in a better way this is the first time I have used the Call Center feature. What would you suggest that would work better. Thanks!
 
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As Curly said the number of rings a call is presented before the agent is placed in not ready is controlled by the MICS CFNA rule for the phone. MAX is 12 rings. If set to NONE, then the system transfer recall timer is used (also has a max of 12 rings).

Marv ccna
telemarvlogosmall.gif

Sales, Installation & Service for Norstar, BCM, Samsung & Allworx Serving Ottawa and Eastern Ontario since 1990
 
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Ok thanks. You know I did not see that in the Call Pilot Basic Call Center Set up Guide unless I missed it. By the way can I have more than 2 Skillsets we have four different languages that we need to record for the customer service department. We were going to use three different DID's to keep them separated and use the Skill sets to direct them to the agent that speaks that language. Can I add more Skillset keycodes?
 
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Are you sure Curley I don't think that any set programming has anything to do with the CC programming. The ringing follows the CC setup.
Plus 1:00 minute seems long time to distribute before a greeting..
 
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Pretty sure....also Transfer Call Back is in play.
Only Hunt Groups ignore the CFNA setting that I am aware of.

As for CFNA you could try to also change it to the CDN of the Skillset, I am not sure if it works back to the same skillet or only a different if any.





=----(((((((((()----=
curlycord

small-logo-sig.png

Toronto Canada
 
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According to the CC manual it's the CFNA and transfer recall that affects how long a CC call is presented to an agent.

Marv ccna
telemarvlogosmall.gif

Sales, Installation & Service for Norstar, BCM, Samsung & Allworx Serving Ottawa and Eastern Ontario since 1990
 
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Yes you are absolutely right Marv I tested it and the CFNA and CFB that control the call.
 
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