MCH and "available agent" checks

[FSI]

CM5.2.1
We have a skill which is Multiple Call Handling (many-forced) enabled.
It seems that a vector step that checks for ‘available agents greater 0’ in that skill will always fail when all agents are on a call. It seems to be ignoring the fact that agents in a MCH enabled skill can take more than one call.
Has anyone come across the same issue and can think of a good workaround?

I want calls to divert elsewhere when all agents are in AUX, ACW or logged out (which is typically accomplished with an available agents check) but they should not divert when all agents are on calls (in a MCH enabled skill)

Thanks

fs

 

[AvayaTier3]

Avaya Aura? Call Center
Release 5.2
Avaya Aura? Call Center 5.2 Automatic
Call Distribution Reference

07-602568
Release 5.2
April 2009

Page 217

Multiple Call Handling

One forced
An agent who is idle or active on a non-ACD call is automatically interrupted
with an ACD call from this split or skill when no other ACD call for any of the
agent's splits/skills are alerting, active, or held. In addition, the following
must also be true:
- The agent is in manual-in or auto-in work mode.
- The agent is the most idle or next available.
- An unrestricted line appearance is available.
- AUX work or Move from CMS are not pending.

As long as an ACD call is active or held, the agent does not automatically
receive an additional call from the one-forced split or skill. An agent in a
one-forced split or skill in auto-in or manual-in work mode is unavailable for
that split or skill from the time that an ACD call rings until all ACD calls are
abandoned, redirected, or dropped. However, the agent can request another ACD
call from a one-forced split or skill by placing the active call on hold and
selecting Manual-In or auto-in work mode.
If an agent with multiple skills is active on an ACD call for a group with
one-forced MCH, the agent could be forced to take an ACD call for one of his or
her other skills, depending on that skill's MCH settings.
Because one-forced MCH forces an ACD call to alert an agent who is not on an ACD
call, use it when you want ACD calls to take precedence over other calls.

Many forced
Agents are automatically interrupted with an ACD call under the same conditions
listed for one-forced. As soon as an agent answers an alerting ACD call, the
agent immediately becomes available to receive another ACD call from a
many-forced split or skill.
Agents in many-forced groups in auto-in or manual-in work mode are unavailable
only when an ACD call is ringing.
Use many-forced MCH when agents must answer important or urgent calls, even when
they must put equally important calls on hold. It can also be used to force
direct agent calls to an agent.


A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"
Avaya. Too little or no help? Expensive?
For FAST switch support at bargain rates, give bsh a call.

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[FSI]

Yes, thanks, I read that, too.

>>>Agents in many-forced groups in auto-in or manual-in work mode are unavailable only when an ACD call is ringing.<<<

So agents are only considered ‘not available’ for the (short duration) the call is ringing? They will be considered ‘available’ as soon as they have answered the ACD call? This doesn’t seem to be happening…

regards

frank

 

[AvayaTier3]

Read it again.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"
Avaya. Too little or no help? Expensive?
For FAST switch support at bargain rates, give bsh a call.

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[FSI]

I did...several times and I'm usually not that bad understanding Avaya's documents. But I don't get it, are you seeing something i don't?

 

[Stinney]

Unfortunately, the vector doesn't take MCH into consideration for available agent checks. If they are on a call, they are not considered available for that type of check. When an agent takes an ACD call their status changes to ACDIN, or if they are on an outbound non-ACD call then they are in a state of AUXOUT, or extension in call AUXIN, etc.

The system will force another call to the agent if they are on an ACD call and it hits the queue step, so if your skill is set up as many-forced, they will get a second ACD call. It will ring their agent ID, it won't perform an automatic delivery if your agent is an auto-answer agent, they have to put the first call on hold and answer the second call.

Unfortunately, I'm not sure there is any consideration in the vector that you can use that will fit what you are trying to do.

You may need to consider using a timed method, if the call has waited X amount of time or if the EWT is > X amount of time to queue it to another skill. Or if the number of calls in queue is > X number of calls.



- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!