On 10/2/2012 3:04 PM, Aaron Carlson wrote:
Hi folks,
I'm hoping someone might have a minute to explain some call weighting
scenarios to me.
I'm trying to set up the following situation :
I have an ACD queue with 9 agents in it, plus a manager who should
only get a call if all agents are busy.
In theory you could have 2 queues with the first circular/longest idle
queue having an overflow to the queue with the manager in it. Just test
it out in your environment though. In 4.4 there is currently a bug in
the ACD overflow if someone is logged in and does not answer an
outside/bridged call. The call will stay stuck in the first queue,
I'm not certain what hapens if I set it up with circular, rather than
longest idle. If I have it set to circular, and agent #4 is next in
line, but is currently set to 'do not disturb', I presume it skips to
agent #5, but what happens when they come back in? Are they slotted in
for the next time it comes around, or does the system retroactively
slip them in to take the next call before agent #6?
With the ACD you can log in/out by dialing *88 or *86 by default.
Also, I want to set things up so that there's one agent that's in the
queue, but only gets calls if all other agents are on a call or on
DND. Is there a way to do that?
If all the calls came from the ACD. The current ACD has no knowledge
about calls that came in some other way or the the agent is making a call.
Would that be to create a hunt group with that single agent as the
target (with a voice mail if they are dnd) or would it be to create a
separate queue as the overflow with that single agent as the target of
the queue? Can I set it to only overflow there IF that agent is logged
in, and otherwise have the call stay in a holding pattern?
Hunt groups are pretty good for small groups but lack the "circular" or
"longest idle" abilities. It also lack the ability to keep the user on
hold until the next available agent.
Should I be using hunt groups instead?
For a small group I use:
* call comes in to a hunt group
* if no answer roll call into a AA and give the caller a chance to
leave a message
* if they don't want to leave a message transfer to an ACD.
My apologies for the detailed nature of the question, I'm trying to
set this up and am both impressed and a little overwhelmed by the
complexity of the platform.
--
Regards
--------------------------------------
Gerald Drouillard
Technology Architect
Drouillard & Associates, Inc.
http://www.Drouillard.biz
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