Virtual Call Centre

[JanSteyn]

Hi all

I am currently experiencing a problem where agents at Main and Remote sites have same skills. The agents at main site will
take more calls than agent at remote site even though the agent at remote sites has been available for longer in a skill

I suspect i know the answer for this but need to see what you guys think. Thanks i would appreciate any input

Calls would come in at Main site and would be sent to agents at remote site accross a WAN

 

[smokinjoe2938]

is this an ead hunt group? do the agents have the same skill level?

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[JanSteyn]

This is a ead-mia Hunt Group

 

[JanSteyn]

What i am trying to prove is that if the Avaya PABX sees a agent available at the remote site but my WAN
has latency or breakups; what will happen to that call if it cant get to agent at remote site

 

[smokinjoe2938]

do they have the same skill levels?

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[JanSteyn]

Yest they have the same skill levels

 

[smokinjoe2938]

if you can do this I would have all agents at main site go into aux or log out, then place call to hunt group so in theory the remote agents would get the call, I would do this 1st also you could do a list trace station have a station from main site call a station at remote site and see what happens, could be several reasons why main site is getting most of the calls.

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[JanSteyn]

Could latency or dropps on WAN cause this, that the PABX is trying to send the call to remote site and sees that it cant get to user and then presents it to agent at main site.

Or can you please list a couple of reasons so i can investigate

Thanks

 

[smokinjoe2938]

not totally sure but makes sense, have you taken any measurements on the circuit going between the two sites?

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.

 

[JanSteyn]

Thanks smokinjoe

I have actualy done a trace on some stations but always get through. The only thing i can see is
Jitter accross the WAN.

This is also something that happens inter.

 

[JanSteyn]

We do not really have any insight on WAN as this is done by network administrator and they are not the most helpfull. I can see a lot of problems on WAN when i run list measurement ips summary today-worst.

 

[smokinjoe2938]

would like to know if agents at main site are in aux, will acd calls make it to remote agents, I would also do a trace if you can get this to do this

acss sme acis sme acss cm 5.2.1 acss cm and cmm acss aura messaging.