User Call Queue

[savage702]

Hi, I've inherited a system after our corporate phone guy got the can, so now being the only one in this building with any technical knowledge, I now do the phone system as much as possible, or call a contractor... I've been posed with my first problem.

We have Loan Counselors logged into the system, and in the queue waiting for an inbound call. When they make a call to a customer, it knocks them to the back of the list, not to an on hold kinda status. Does the same thing if someone dials their extension, they don't even have to pick up, it just has to ring, and they're knocked to the back of the queue again. The new manager at the center doesn't want this to happen, and thinks it's unfair that they miss out on calls because they're doing their job and following up with current customers. That arguement makes sense to me.

I would think this is handled at the ACD? Going through all the menus, I can't for the life of me figure out where this would be configured. We have Cinphony v 3.30.0009. I'm not too sure what other information to provide for you all, hopefully I have made my question clear.

Thanks

Mark

 

[jerryreeve]

you are looking for the agent selection portion of the system. the choices are longest idle, round robin, and top down.

I don't think that there is any other method of selection that will help your manager.

If voting could really change things, it would be illegal.

JerryReeve
Communications Systems Int'l
com-sys.com

 

[1weasel]

I would use the round robin method if people not getting ACD calls is the concern. That way even if they're using the phone to do what ever they still end up getting calls.


In the future everthing expensive works...

 

[savage702]

Thanks for both of your quick responses. Much appreciated, and has started me on the right path.

Yes Jerry, those are the three choices, currently it's set for longest idle.

Would someone take a moment to give me a brief description of each of the three options, and how they function? Basically I just want to see how the three differ so I can present the manager with his options. It seems that the option Weasel gave is almost what we'd want, except we only have one line per phone, so that user coming in from the ACD would goto voice mail, not an available agent, which is not at all feasable for the business....

I take it there isn't a pdf to download for like an administrators guide, or anything is there? I keep finding all these end user documentations via nortels site, but nothing that seems to be what I'm looking for. Am I SOL there?

Thanks again in advance.

Mark

 

[luv2ski]

top down is just what it says ...the sequence you put agents into group it the sequence they recieve calls...
agents 221
agent 224
agebt 226
agent 222
also will go back to top as they go idle
round robin is
221
222
223
224
221
222
223
224
and longest idle is well longest idle
pdf doc available at cintechs website as long as you have a contract

ONLY 17 WEEKS TILL SKI SEASON STARTS

 

[savage702]

Thanks luv2ski, that cleared up a bit of confusion... is longest idle the only one of the 3 that puts people to the back of the queue if they make or recieve a call that's not from the ACD? Weasel stated Round Robin would still put calls through from the ACD regardless of if the user is on the phone or not, whereas Longest Idle seems to throw the person to the back if they pickup the phone and make a call, or recieve a call to their extension. If this is correct, does Top Down also work the same way as Round Robin?