MERIDIAN'S MAKEBUSY Vs. NOT READY 1

[SwitchWitch]

Okay, so what's the difference between Make Busy & Not Ready.

I have about 30 people setup in a call center environment. The previous administrator setup both a Make Busy and a Not Ready Key. What's the difference. Both keys takes you out of the queue, so do I need both?

 

[acewarlock]

Make Busy will log you out of the Queue and will also make the personal phone ext busy and send the call to Vmail.


Not ready keeps ACD calls in the Queue from ringing on that set, but you will still beable to receive calls on the personal line.

 

[hawks]

MSB key logs you out of the ACD and also makes the phone busy so can not recieve any calls. When you come out of busy you need to log back in.
NRD only means that you are not ready to take ACD calls you will be able to receive calls on your normal extension. It also does not log you out of the ACD.

 

[SwitchWitch]

Thanks Hawk & Ace...

This leads me to part 2 of my question. How does a user logs in. DO they just release the Make Busy and that's consider logging in.

Also, is it true that if a user go into Make Busy and then logs back in, they are pushed to the back of the queue? Meaning, as incoming calls come in, that call is directed to the person that has been in the queue the longest.

 

[glynnmsg]

To log into the set. They would release the MSB key. They should here two burst of tone. Then they would enter the agent id.

 

[coniglio]

if new user is just logging in but they're set at a higher priority level than agent who's already logged in, incoming call will go to new agent. If everyone is at same priority, then yes, I think call goes to agent in queue longest.

 

[Sennback]

If you have a callcenter application such as MAX or Symposium, its a big difference between MSB (make set busy) or NRD (Not Ready).

If they are logged out, they are not available in the queue.
Like lunch, or other breaks.

If they are in Not ready state it means that they are available but temporarily away.
It should be for reasons wich has to do with the calls.
Like registering information about the last call etc.

If you are working like this, an average call will be the same as all time spent on calls and all time spent in not ready state diveded by the amount of calls.
This will give you an average time for each call and you can predict how many agents you need if the calls should increase. (agent staffing)

In they use Not ready for everything, it will be impossible to say what time an average call takes.

I think this is one of the main reasons why there are a MSB and a NRD key.

 

[ipeology]

This leads me to part 2 of my question.

How does a user logs in. --- press ACD key > then IDLB/IDUB number range on LD 23. (or position ID if your IDLB/IDUB is set to 0000/9999)

DO they just release the Make Busy and that's consider logging in. --- NO. YOU NEED TO LOGIN AGAIN.

Also, is it true that if a user go into Make Busy and then logs back in, they are pushed to the back of the queue? --- YES

 

[Sennback]

The way to login is different depending on what equipment you have in your solution and what configuration you have.

Basically the way is to go off-hook and press the acd button twice.

If you have meridian Max you can login to different acd queues etc.
Then you have to press acd queues, priority, etc etc

But again, it depends on what solution you have ..

 

[atchuvely101]

If all agents in specific Q is on MSB then the ACDQ is closed and the caller will get night treatment (basic ACD). If at least 1 agent is on Not Ready in the Q then its considered open and the caller will be waiting to be answered.

Same thing if you have Symposium but agent login ID will have skillsets assigned and if all agents with same skillset is MSB then the skillset is closed (out of service)

 

[SwitchWitch]

Thank you all for your earlier replies!

New Question Now.
How can you tell who is logged in and who is not.

I can trac a particular TN and see that it is active, but what if I just want a clean list that shows all agents and their status.

I dont have symposium just a plain old ACDN que with 21 agents.

 

[johnpoole]

if your using procomm, write a script to stat each tn, or post your tn's and i'll wtite it for you.. try to trac the acdn trac 0 xxxx... or trak 0 xxxx, not at work but that might work, i know you can do that with an acod and get a status on all trunks in a group...

john poole
bellsouth business
columbia,sc