EAS Question

[sjforcum]

Hi All,

I just upgraded our switches to use EAS. It's gone relatively smooth save one problem:

I've got a batch of agents who's primary job role is to answer Spanish speaking callers from Latin America, but since their call volume is low, we also want them to act as a backup for our domestic customer service calls.

I assigned each of the LAM agents with skill 8 (Spanish)Skill level 1 and then assigned skill 1 (domestic) with skill level 15.

They are complaining that they see a call in their spanish queue and a call in the domestic queue. When they become available they get the domestic call ahead of the spanish call.

Could anyone point me in a direction on what to look for? Both skills are seutp as EAD-MIA and each vector queues specifically to the appropriate skill (I haven't done anything with best skill routing).

TIA,
Steve

 

[SF0751]

On the agent form, is your Call Handling Preference set to skill level?
Are both skills being queued at the same priority level in the vector(s)?

Susan
"Few things are harder to put up with than the annoyance of a good example." - Mark Twain, Pudd'nhead Wilson (1894)

 

[sjforcum]

The agent form indicates skill level. The skills are both queued within their prospective vectors as med.

 

[ctr999]

Have you tried to change the priority levels of the skills assigned to the agent IDs?

If I am understanding your question correctly, make the Spanish skill on those agents a pri 1 and make the Domestic skill a pri 2 or higher.

Hope that helps.

 

[sjforcum]

Here's a sample agent report. I thought that the skill priority was based on the order of appearance...

Voice System name: Tolland | Definity - AGENT LOGINID

Login ID: 3007 AAS? n
Name: Rosario, John AUDIX? n
TN: 1 LWC Reception: spe
COR: 6 LWC Log External Calls? n
Coverage Path:
Security Code:
Direct Agent Skill: LoginID for ISDN Display? n
Call Handling Preference: skill-level Password:
Password (enter again):
Auto Answer: station
SN SL SN SL SN SL SN SL
1: 8 1 6: 11: 16:
2: 2 15 7: 12: 17:
3: 8: 13: 18:
4: 9: 14: 19:
5: 10: 15: 20:

WARNING: Agent must log in again before skill changes take effect

 

[ctr999]

Sorry, I completely misread your first post.

What does your vector look like?

Have you tried in the vector to change the queueing priorities? Maybe queue skill 8 with a high or top priority and keep skill 1 at medium??

 

[lopes1211]

Have you select ead-mia as the group type on both hunt group forms? I you have manipulated skill levels, have the agents logged out and back in to activate the changes?

Group Number: 2 ACD? y
Group Name: CT EOS Queue? y
Group Extension: 51313 Vector? y
Group Type: ead-mia

-CL

 

[sjforcum]

Both hunt groups have ead-mia for their type.

The agent skill setup that you see above is what we cut over with and they have logged in and out multiple times. Their skill level for the domestic skill (2) works since they only have been receiving calls when higher skilled agents were busy.

I'll try adjusting the queue priority for the Spanish calls to High, but to me that's just a work around....anyone have any other ideas?

 

[SF0751]

It looks like you've set everything up correctly. Have you verified that what is being described to you is actually happening? Have you been able to recreate the problem?

You might also want to try deleting one of the agents and then recreating them, just in case. Can't hurt.

Susan
"Few things are harder to put up with than the annoyance of a good example." - Mark Twain, Pudd'nhead Wilson (1894)

 

[sjforcum]

Susan,

Those are my next steps. I just wanted to confirm that I had everything programmed correctly. I wasn't 100% sure if I should be specifing skills on the VDN form or if using the queue step in the vector was sufficient. I also was not 100% sure whether the hunt groups should be configured as ead-mia or ead-loa.

Thanks,
Steve

 

[SF0751]

I specify the skills on the VDN form only if I have multiple VDN's using the same vector; then my vector line will read "queue to skill first". If I have seperate vectors, I leave the VDN skill field blank and my vector line will read "queue to skill 8".

Regarding the hunt group setting (EAD-MIA vs. EAD-LOA) - that's up to you & should have any bearing on the problem that you're experiencing. MIA - Most Idle Agent, whoever's been in AVAIL for the longest amount of time. LOA - Least Occupied Agent, whoever has spent the lowest PERCENTAGE of their time on ACD calls since logging in. Right now, all of my agents are EAD-MIA.

Susan
"Few things are harder to put up with than the annoyance of a good example." - Mark Twain, Pudd'nhead Wilson (1894)

 

[orypecos]

I have seen the cue lights not updating immediatly so there is a possibility that there is no call in the spanish cue.

Da-vi'do

P.S. For the best response to a question, please read FAQ222-2244. Also give the type & version of your voice mail & pbx system & preview your post to make sure it is complete & understandable. Be aware that if u don't answer a question, I usually will not continue to help u. Please leave a post on how u fixed the problem too.

 

[sjforcum]

Thanks Susan!

Orypecos - That's why I'm going to have to sit and watch what is happening. One of the users has BCMS Vu installed on his PC, so I don't know if he's using that or a Q-CALL button...

Thanks everyone!