VM Pro scenario

[Avalon100]

Customer has VM pro and time conditions for out of hours calls, Night service kicks in at 6:00pm, calls after this get OOH message no problem, call comes in at 5:30 pm and is queuing for an agent but doesn't get answered before 6 and consequently sits in the queue until customer hangs up. Is there a way in VM pro whereby any calls left queuing will get OOH message after 6:00pm

 

[DaIPOTek]

In my opinion its more of an HR issue if agents are letting callers sit in queue for a half hour and then just getting up and leaving. Could have the agents log out of the hunt group when they leave to kill the queued calls.

 

[njd3vil]

You can add a time condition in the queued and still queued start points.

However this is bad practice will most likely have customers upset more than anything.

 

[Greybeard191]

HR issue.

Agents should be scheduled to work for the required amount of time after the queue stops accepting calls, in order to clear the queue. Time profile conditions in the queued/still queued start points for the group will work, but will grievously annoy customers.

There is no elegant way around this. If your queue is open from 8AM-5PM, schedule agents till 5:30PM or 6PM.

GB