Cannot answer queued calls

[newbietelecom]

VDN calls are going to the vectors, and gets queued to a team skill, the team see their queue light on but can't answer it. What is wrong?

 

[eclemente]

are the agents logged-in into the same queue and on auto-in position?


Edgar Clemente

 

[AvayaHelp]

Are the Agents assigned the Skill you want them to take calls from?

S8700 & S8710 v12/CMIV/Octel 250/CMS v12/Intuity AUDIX/IP Agent/VOIP/Programming
==========================================================
Does anyone have a quarter, I need to make a phone call?

 

[newbietelecom]

All agents use a VDN with skill1=own skill, skill2=team member's, skill3=Team's skill.

They also log in everyday using their Agent-LoginID, with skill1=own skill, skill2=Team's skill, skill3=Entire center(6 teams)

Say a call goes to Team1, if no one can answer it, it is set to go to Team2, like this, in the Vectors, it is set to queue to skill 248. 248 is Team2's skill3 in the VDN. This is so that if no one at Team1 can answer, it rolls to all of Team2.

 

[SF0751]

What does CMS show you (real time/skill report)? IS this a recent development?

Susan
"'I wish life was not so short,' he thought. 'Languages take such a time, and so do all the things one wants to know about.'"
- J. R. R. Tolkien, The Lost Road

 

[newbietelecom]

Does it require a q-calls button in their station to be mapped to the hunt group or skill number?
like button 15: q-calls GRP: 248

These q-calls button allows them to answer the call by pressing that button? or does it just light up used as a warning?

Is Hunt Group the same thing as Skill?

 

[DAVIDPAYNE]

All the q-calls button does is give you an indicator of calls in queue, and if you press the button it will give you a few queue stats.

If you do not have q-calls buttons set, how do they know there are calls they can not pickup?

 

[newbietelecom]

Their button labeled Q-Team was set to 248 already, so when it was flashing, none of them could answer it. I think the team and I was thinking if they press that Q-Team button, they could answer that call or whoever was next in queue. How can I make it so they can answer a queued call?

 

[SF0751]

The agent must be in an AVAIL state in order to take a call that is in queue. If an agent is available and has that skill assigned to their agent ID, the call will ring at the station where the agent is logged into.

Susan
"'I wish life was not so short,' he thought. 'Languages take such a time, and so do all the things one wants to know about.'"
- J. R. R. Tolkien, The Lost Road

 

[eclemente]

a good question might be, what are all the ACD-related buttons that each phone has? do they have a auto-in or manual-in button? do they log-in at the beginning of the day?

Edgar Clemente

 

[newbietelecom]

They log in right when they get in at 8, they all use 8434DX, press Login button, enter their Agent Login-ID, no pw required, then the LCD shows their skills = 123 456 248
Then they press Available

They can answer their primary calls, and maybe their secondary skills (they haven't complained), but cannot answer the team skill 248.

 

[eclemente]

how do you have their agent ID configured? is 248 identified in their agent ID configuration as well?

Edgar Clemente

 

[tsturg]

I have had this problem as well. To resolve it set Allow VDN Override? in the VDN set-up to yes. Let me know if this works.

 

[newbietelecom]

Their Agent ID is already configured with the team skill 248.

I will try VDN Override, will let you know if it worked. Thx.