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

 

[Pepp77]

Call Pickup Members.

| ACSS SME |

 

[nLeo]

sorry Pepp.. more details?

 

[nLeo]

The Problem is..
Another operator doesn't know the other Op's phone is ringing..
I was hoping for something like: If the Call is not answered by the Operator who has it presented, it will go back to the queue and look for other avaialable ops...

Makes sense?

 

[nLeo]

Not to mention: there are 300+ hunt groups...
So difficult to know which one to pick up

 

[derfloh]

Why do you need 300+ hunt groups?

 

[nLeo]

It's an answering service... with 300 + clients..

 

[IPGuru]

try a call pick up any & they will get the longest ringing call.

Do away with the multiple call appearances so that the calls QUEUE, they will then get presented when an operator becomes available.

Don't have multiple groups (1 for each client) have a single group* & use alpha taging in the ICR to identify the company the call is for

*some companies with special requirements "May" require a dedicated group, but most requirements can be handled in the ICR



Do things on the cheap & it will cost you dear

 

[PhonesTech]

Try changing 'No answer time' to 6 seconds and keep the voicemail time higher. The call should get re-presented to all members after 6 seconds. I never tested it in the Lab, so please let me know if it works.

 

[nLeo]

No answer time to 6 seconds, on the users is already set..
is it what you mean?

thank you

 

[nLeo]

I think I have found a solution.

Need to use VM Pro to set queue or still queing .. and here you set for the call to transfer to the hunt group.
Regardless of other configurations, the call will ring on say 2 out of 3 agents ..
then the 3rd becomes available but he's not presented.
Call queueing will re present the call and will now ring on whoever is available.

Anyone has different suggestions?

Comments welcome.

 

[amriddle01]

You have it set to assign call on alert, so when it alerts those 2 phones it's allocated to them it will not then ring the 3rd I don't think, change it to assign on answer, I know it says to use alert with TAPI but give it a go...

 

[nLeo]

Tried both Admriddle.. they don't seem to work that way.
However, will give it another go thank you.

As I know you know

Leo

 

[amriddle01]

You never really know with Avaya these days, a lot of features/settings work in ways that aren't even documented, so it's always worth a shot

 

[janni78]

If you change it to "assign on answer" I think TAPI won't throw a ringing event, it will only see it when the extension answers the call.

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

 

[IPGuru]

Q. if the callis ringing on the other 2 reception phones why aren't they answering it?

A. Because they are aleady busy on a call & it is ringing on a 2nd call apperance.

Solution: as previously suggested - ditch the extra call appearances (only have 2 with reserve last CA) Add a group button for the reception group if you need to see there are calls queuing.

Now when you log in an extra user to the reception group the 1st call in the queue will get presented

Call Appearance keys are not quite as big an abomination as line apperance keys but they still cause far more issues that they resolve.



Do things on the cheap & it will cost you dear

 

[nLeo]

I have just been testing it... remotely, so I couldn't see the TAPI Interface. I had active calls on System Status though...

Ext 212 active on group...

Call in rings on 212 (22sec no answer set on Hunt)...

In the mean time quickly saved config with an additional extension.. 216

Looking at Active calls, I can now see the call going to both...

Does it means, although showing, that TAPI might not present it?

Doubt it .. but who knows with IP Office !

Thanks
Leo

 

[janni78]

If you have "assign on answer" TAPI probably won't show it until you answer the call.

You could test this though if you enable TAPI in Monitor, you'll see if you get a ringing event on the users.

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

 

[nLeo]

Need more call appearances IPGuru..
Operator can see other calls in queue and, if there's an urgent one, can take it...
I know they would remain on the queue... but there would be no way of knowing who is the caller..

Thanks for your suggestion anyway

Leo

 

[IPGuru]

but there would be no way of knowing who is the caller..

& why should they need to?
when the call gets to the front of the call they ANSWER IT that is their job. it does not matter where is coming from.
@Importan2 customers can have their priority adjusted in the ICR if necessary.

Even with your current setup they can only see a couple of waiting calls at best.
Does the receptionist ever actually select a priority call over whichever one is actually ringing? I doubt it.

this is a classic example of a "Good Idea"* from a manager that doe not actually pass the real world usage test.


*It must be a good idea because the manager though of it.






Do things on the cheap & it will cost you dear