Call Center Pick-up group 3

[jcp001]

Here's a question I've been asked. All of our call center agents are logged into the same split and belong to the same pick-up group. When a call comes in the the split, one agent pulls it from another while it's ringing in. How does the system report the call? Completed? Abandoned? Any clue?

 

[PBXJay]

This is a guess only. My thinking would be that since the agents are in the same split and the same pick up group, then as long as it is answered by an agent, it should show as completed.
Jay

 

[clausen]

I believe a call pickup is counted as a ext-in call.

Thanks

Chris

 

[candymanku]

I'm with Natoli on this one, as long as the call is answered within the stat time, the call will or should be logged as completed.

Candymanku

 

[mcopini]

Well...

I'm with Clausen. The -with call-pickup- answered call will show up as an "ext-in" call.

Really
Kind Regards,
Maarten Copini

http://www.effecta.nl

-Please let me know if this was of any help-

 

[jcp001]

Thanks to all that replyed. I think see how the call is recorded.

 

[europe]

Make sure you test it well!!!

I rememer seeing this a long time ago, a customer reported an error because he had a lot of abandoned calls, after investigation we found out it was CALL PICK UP.

It could be this changed in later software releases, on the other hand in a Call Center a phone should only ring when it is available, and an agent should go to AUX or ACW when he leaves his desk.

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[G van Hamburg]

As far I know will the call be reported as flow out.

 

[lopes1211]

I'll strongly vote for "flow out". It's an easy enough test to do.
-CL

 

[ukcomms]

CMS V8 Database Items and Calculations states

"CentreVu CMS tracks ACD Calls that are answered by an agent using the Call Pickup feature as AUXIN calls."

Try setting up a new vdn, vector and skill, assign to two Logids, place test call, use pickup to answer and then run all required reports ( manuals not always 100% ).

Regards
Paul

 

[snavalgund]

Hey guys it affect the BCMS reports badly, the SLA dips down.If you go through the Documentation on the BCMS reporting the Call Pickup is a Void condition in the Call center sceniro.
Shridhar Navalgund

 

[eveton]

JCP001 - I would suggest that you avoid mixing this type of call delivery - our team look after a genuine typical call centre and use one Definity G3r ACD with Skills to deliver to the agents using eas-mia strategy. On the other hand we also look after a G3si PBX with departments needing Hunt groups whereby Pickup Groups are used. Mixing the two routing disciplines always seems to impact stats in one way or another, so I personally wouldn't recommend it.

Good luck!
Tony

 

[telcoguy]

IT is an AUX_IN call,
but pegged at the dialed extension, not the extension that picks it up.
The guy who got called first still gets the credit.
You should see it as person 2 physically picking up the handset of person 1 , but then remotely.
Always be carefull with using call-pkup, and bridged appearences, in callcenter environments.
Avoid it if you can.

Rob