Call Routing

[nLeo]

Howdie!

I hope someone can assist me in this..

Scenario:

DDI --> Hunt Group ---> Collective Call Waiting ---> Overflow to another hunt group with all OPS.

Operator has 3 Call Appearance.

Using a third party interface (using TAPI) Operator is presented with calls..

Let's assume 2 out of 5 operators are free to take calls (the other 3 have all the call apeearances busy or are set on DND, or are off the group)

Now a call shows on the 2 avaialable Operator Screens (if operator on the phone will show as second/third call) but when a 3rd operator becomes avaialable, that call remains on the previous 2...

Problem is: the 3rd operator cannot assist by taking that call.

Hunt group setup: Collective Call Waiting / Queuing on, No limit, Assign Call on Agent Alert.

Any suggestions please ?

Appreciated it
Leo

 

[nLeo]

Hard to explain without you looking at our application.
Yes the Operator Can see additional info nexto to the presented call, and therefore decide whether to take it or not.

They can see as many calls as per how many CA they have

Leo

 

[IPGuru]

indeed
but the operator does not nded to make these decisions, they should simply be answering calls as presented
if you have priority callers they set them in the PBX so that they get presented first.

I once had a customer that insisted on using phonemanager to steal calls from he call-status untill we finally convinced them that this was why there were having so-many issues with the system operation.
if you do not educate your customer on how to let the PBX work for them instead of tying to override it all the time you will continue to have problems


Do things on the cheap & it will cost you dear

 

[janni78]

At the answering service I was involved with we had the possibility to see the queues in the application an the operator could pickup a specific call from the queue in the application.

"Trying is the first step to failure..." - Homer

 

[amriddle01]

Indeed, the prioritisation should/can be achieved using automated methods.
As I've said before, although it has great line capacity versus other systems the IPO isn't really the best choice for running an answer service

 

[nLeo]

Aye..
but the question remains...

What other system to use then?

It's a mystery

 

[amriddle01]

There will be dedicated system designed for it I'd wager, much like the Phantom system which is designed solely for use by taxi companies

 

[nLeo]

oh dear... $$$$$$ vs $$$

:/

 

[derfloh]

https://www.estos.de/fileadmin/Download/Support-Tool/Test-Tools/EPhone.zip

It's a good tool for TAPI testing.