what happens during vector steps?

[Klees]

I am working on yet another vector. I have a helpdesk with 5 staffed members. IF a call comes in and is queued... and the agents are all busy, then the caller decided to go thru a prompting menu to listen to "ways to fix it yourself" what happens when the next call comes in... and choses to just wait for an agent? Who's call get answered first? So does chosing to listen to a recorded message put you at the end of the line? I want the prompts to play a message and disconnect, but was asked how getting back in line would work. As always... thanks in advance!

 

[telemanret]

Ok the short version if the vector step the que the call is before the listen to announcement step they are in que and then next guy is in que after him the switch has an enternal algorithum that keeps track of all those guys all the time...Hope that helps

 

[simreal]

Once you que a call it stays in que, in the same order unless they get answered, hangup, or you deque the call.

 

[simreal]

I should have specified de-queing the call is routing the call to an alternate number, disconnecting, or likewise.

 

[Klees]

thanks so much, one last question, if the call is routed to a message then disconnects, how does that call show up on a report? not as an ACD call I would guess, and not as an abandoned. Is the only way to report that to run the stats for the announcement?

 

[simreal]

If you route the call to a VDN that plays the announcement you can measure the vdn through bcms (small buffer) or through cms for historical reporting.

You'll be able to pull call counts.

 

[Stinney]

If you queue the call first, then allow the caller to choose a prompt to listen to an announcement within the same vector and an agent becomes available, the caller will be directed to the agent and not hear the entire message.

If you de-queue the caller by directing to a new VDN or Vector to play the announcement and you want to give the caller the option of going back in queue after the announcement plays, queue the call to the skill and make the priority h for high or t for top and it will put them at the front of the queue in front of anyone that has just called in.

If you choose to send the call out to another vector or VDN, it will be counted as a Flow-Out call, if you disconnect the caller after the annonucement, the call will be recorded as a forced disconnect.

- Stinney

Quoting only proves you know how to cut and paste.