Weighting on ACD

[Aaron Carlson]

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.

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?

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? 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?

Should I be using hunt groups instead?

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 and thanks in advance,

Aaron

[Gerald Drouillard]

Post by Aaron Carlson
Hi folks,
I'm hoping someone might have a minute to explain some call weighting
scenarios to me.
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,

Post by Aaron Carlson
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.

Post by Aaron Carlson
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.

Post by Aaron Carlson
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.

Post by Aaron Carlson
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.

Post by Aaron Carlson
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.

[Aaron Carlson]

Many thanks for the quick reply. :)

I am using 4.4, actually. Is there any reason NOT to upgrade?

Regards,

Aaron

On Tue, Oct 2, 2012 at 3:38 PM, Gerald Drouillard

Post by Aaron Carlson
Hi folks,
I'm hoping someone might have a minute to explain some call weighting
scenarios to me.
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?
- 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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sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/

[Gerald Drouillard]

Post by Aaron Carlson
Many thanks for the quick reply. :)
I am using 4.4, actually. Is there any reason NOT to upgrade?

Reliability and stability may be an issue at the moment. I have not had
a chance to look at the old and new ACD in 4.6 yet.

[Aaron Carlson]

Just noticed it was still development, thanks. I'll try a couple of
different tacks and see what I can kludge together.

Many thanks again!

On Wed, Oct 3, 2012 at 11:59 AM, Gerald Drouillard

Post by Gerald Drouillard

Post by Aaron Carlson
Many thanks for the quick reply. :)
I am using 4.4, actually. Is there any reason NOT to upgrade?

Reliability and stability may be an issue at the moment. I have not had
a chance to look at the old and new ACD in 4.6 yet.
--
Regards
--------------------------------------
Gerald Drouillard
Technology Architect
Drouillard & Associates, Inc.
http://www.Drouillard.biz
_______________________________________________
sipx-users mailing list
List Archive: http://list.sipfoundry.org/archive/sipx-users/