CCC Incoming Calls by Target Group

[as1981]

All,

We have three groups Store, store2 and store3 each overflowing to the next.

Can anyone answer the following for me?:

Is a lost call on the store group lost completely or could it have been answered by the other groups?
Is the average wait lost just applicable to that group?

I have an overflow time of 5 seconds on the store group and an average wait lost of over two minutes. What would make that occur? I would have thought the call would overflow to the store3 group and therefore as lost on that one?

Thanks

Andrew

 

[intrigrant]

If a call initially presented to Group A overflow to Group B and both groups are populated only with CCC agents then the call will not be reported as lost if a agent in group B answers the call.
If the call went to the other group after a overflow time then the call will be reported as answered by the agent who actually ansered the call, if there is no overflow timer set then the overflow group is considered as a agent of the first group and reporting will show the call as answererd by the overflow group and not ansered by the agent.

 

[as1981]

Thanks for your help. Sorry but I need to clarify two things:

1. Your second part about no overflow time explains why I have, for example 100 calls presented to the DDI and 30, 60 and 10 presented to the 3 groups? the reporting won't show a call presented to store group if it overflow because the overflow timer is off?
2. I have no lost calls showing on the first group but lost calls showing on store2 and store3. Why is that?

Sorry for the naive questions, I struggle with the group overflow logic.

 

[intrigrant]

CCC is not designed for overflow groups, CCC has been designed to work on the ancient AVAY INDeX which is a complete different switch and Avaya ported the software to IP Office. It has never been as good as on the INDeX because the IP Office is completely different in call handling.
I hope that CCR, as it is designed for the IP Office will not have the strange behaviour as CCC had.
I have spend many and i mean MANY hours with CCC and only a few installs are good enough in my opinion, all the others have more or less problems which cannot be solved using the callflows the customer wants.
Only calls directly ( NOT through VM Pro ) presented to a Agent group without overflows will give a 100% good result, any other construction will lead to surprises and trouble with CCC.
I wish you wisdom and luck, you'll need both i'm afraid.

 

[as1981]

Thanks for your advice and apologises for not replying sooner.

Your right I think wisdom and luck is the only chance

I did manage to find that if you total the presented and lost of each group it matches the figures for the DDI, that seems to be reliable. As for the answered times e.t.c if there is some logic to what it does then I can't find it.

Thanks

Andrew