ACD calls Delays

[Aspectus]

calls coming to queue, when picked up by agents (unforced) there seems to be a delay involved before the agents actually get the call. Some say putting the call on hold then coming back does the trick, but I think its just a delay. This is not happening all the time but gets to be annoying!

Anyone knows somethng about this delay problem? Thanks.

 

[PERRYPJ]

NEVER HEARD OF PROBLEM, MAY BE A TRUNK OR SERVAL TRUNKS CAUSING PROBLEM. TRY TO GET TRUNK NUMBERS FROM THE AGENTS

OLD ROLMEN WORKING ON NORTELS

 

[johnpoole]

look at the loading on those loops. if you have way to many agents on the same card or ipe, might help to speard them out. you can also expect short delays getting a dial tone.

john poole
bellsouth business
columbia,sc

 

[Aspectus]

Thanks OldRolman. This sounds like a good place to start, since the problem is sporadic. Since they already go on hold, might as well ask them to get the member.

Have a good day!

 

[Aspectus]

John, this is quite a huge call center here, this is mostly all that we have...agents and supervisors. They are also on Symposium if this helps

 

[johnpoole]

never trust him, he's old!!! lol

john poole
bellsouth business
columbia,sc

 

[Aspectus]

.....age is wisdom !!! at least that's what they say.

got to start somewhere right??!

 

[rfwhite]

I've attained the age part by default but I'm still waiting (I think) on the wisdom.

 

[dannoWI]

I have seen this before. Are these calls coming directly into this site. Or do they actually come in from another networked site.

 

[Aspectus]

to rfwhite.....even SOME wisdom is attained by default with age, don't despair! lol

As for the networking question, I do know that some services in the building are networked, don't know about this one, I will have to check this out. Possible problems if so???