dummy agent 2

[nscnsc]

how do you create a dummy agent and log them into a acd split

 

[SF0751]

The same way you program any split. The only difference in a dummy split and a normal split is that calls are not queued to a dummy split. The fact of having an agent logged into a dummy split is usually checked at the beginning of the vector(s) for call re-routing purposes. We use them to indicate team meetings or emergencies (fire drills, etc) when the call centers are unable to take calls.

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France

 

[nscnsc]

Thank you for your response. I'm really a green wennie at this stuff. I'm trying to do the same thing as you with the re-routing aspect. We have an after hours support line that we want to route to who ever is on call that evening. It was suggested that I setup a dummy split with a dummy agent and route the call to where ever I wanted. Doing it that way wouldn't mess with your real ext and its cov path during normal buisness hours. All makes sense to me until I try to apply it. I can create a dummy split that has a non-ported ext but how do I set up the dummy agent and how do I get him logged in or logged out of the split?

 

[SF0751]

Who determines which individual is taking the after-hours calls? Is it a set schedule or does it change frequently? For set schedules, the same end result can be set with holiday schedules. When does the after-hours coverage begin and end?

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France

 

[nscnsc]

Right now I'm sure the schedule will change frequently, but I would imagin that it will evolve into a more orginized state over time. After hours are defined as 17:01 to 7:59 M-F and weekends will be 17:01 F to 7:59 M.

 

[SF0751]

Okay, two more questions. Do the after-hours calls go to individual's home/cell phone numbers, or do they go to a company cell that is passed around? And when you say that the schedule will change frequently today, does that mean that there is someone in the office when the decision is made that the on-call person tonight isn't Johnny, it will be Jill?

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France

 

[nscnsc]

Someone in the office will be put on call each night. The call will be routed to their company cell phone so the route-to number will be different each night.

 

[1a22ip]

The way I did this in the past is each after hours tech (AHT) is assigned a split. The vector is written to see which AHT split is staffed.
1 goto step 12 if staffed-agents in skill 10 = 1
step 12 is the company cell phone or home phone route to NPA NXX XXXX This code is repeated for all available AHT's. The last line is to route to the AHT supervisor. When the on call AHT leaves for the day he staffs his skill. If he fails to staff the skill the supervisor is called. He then calls the AHT to resolve the issue and return to the office to staff his skill.

Works with no issues.
ED

1a2 to ip I seen it all

 

[SF0751]

Exactly. I like the part about having the supervisor's number after all of the checks for the AHT skills. Makes sure that the calls are answered AND that the techs are held responsible for logging onto the system to receive those after-hours calls.

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France

 

[nscnsc]

Great solution. Any thoughts on the possibility of a remote login?