Queue hunt strategy, Most inactive or round robin etc.

[fataldata]

Where is this configured?? In Symposium or is this in the PBX ACD configuration? I have a call center that swears their calls are hunting in the same manner everytime claiming that one agent always gets the first call, they want it to go to the least active agent.

 

[fataldata]

I think I found it in Call Presentation Class now I just need to find where that is associated with a skill.

 

[effort1584]

It is not Call Presentation. In CCMA (web administration) go to Configuration - Skillsets. In the table there is a column for agent selection. This has the choices (none of them are round robin, that is for simple hunt groups) Longest Idle Since Logon, Longest time in Idle since last status change, and longest total time since last ACD call.

The only way calls are selecting the same agent first is if the agents are "playing" the system by going in and out of Not Ready, or pressing and releasing their DN key, etc. They may be using some function on the phone to reset their timer.

As long as you have current patches for your release you should determine if this is really happening (agent report will show how many calls each agent is getting) and if there is a strange pattern start watching agents.

 

[fataldata]

Thanks, I'm home now but I will check my skillsets table(again). I looked at it and it seemed very basic but I don't recall seeing anything related to agent selection. I'll try and get the version too since I think that may play into the scenario. I'm new to this position and Nortel but I can guarantee we do not have the latest patches or latest anything for that matter.

 

[fataldata]

So I"m on:
Build 06.00.004.03 with updates
CCMA_6.0_SU_08
CCMA_6.0_SUS_0801

And my Skillset Configuration table looks like this:

Still looking for where I can verify agent selection strategy.

 

[fataldata]

Found it. Configuration --> Global Settings

 

[effort1584]

Sorry I did not get you directly to that point. You have old software, but very close to all you can get at that level.