What ACD Call Has Priority?

[GHTROUT]

One of the telecom folks I work accross the street from (think the company Edmund Fitgerald worked at) was an ACD wizard at Ameritech before moving to the end user side. I was mystified when it came to "What ACD callers have what priority" when it came to overflow, between queues, etc.

I found the text of what I learned from her and wish to share the wealth:

[tt]
-----------------------------------------------------------------------
-----------------------------------------Highest Priority Call in Queue
-----------------------------------------------------------------------

Calls in my own queue that have reached my queues Timed Overflow
threshold.

Example: A call in my own queue has reached my Time Overflow
threshold. This call is now my top priority.

If my calls overflow to another queue, this call is a lower Priority
to their queue but remains a top priority in my queue.

-----------------------------------------------------------------------

Calls from another queue that reached their Time Overflow threshold
and subsequently overflow to my queue.

Example: A call from another queue overflows to my queue. These
calls take priority over my own "normal" and "trunk" priority calls.

-----------------------------------------------------------------------

Calls coming in on trunks marked with ACD priority.

Example: Someone calls my queue via a prioritized trunk group

-----------------------------------------------------------------------

Normal calls.

Example: Someone calls my queue.

-----------------------------------------------------------------------
------------------------------------------Lowest Priority Call in Queue
-----------------------------------------------------------------------
[/tt]

~

http://www.GHTROUT.com/

 

[johnpoole]

when you do a trace on a call. there is a call number, . that sets the fifo que.. the oldest call, reguardless of the source will be the 1st out.. that can be modified via symposium of course

john poole
bellsouth business
columbia,sc

 

[GHTROUT]

JP, what prompted me to search around for those notes was a question that was something like "How can I TOFT/time overflow a caller in a queue to a voice menu that offers choices, one being to go back to the queue and continue to wait"

Basic ACD [BACD #40] only.

Assuming the Queue has calls waiting, the challenge in that secenario is how I lose my place in the queue when I am answered by the menu and if I chose "transfer back to queue" I am a new call at the bottom of the list.

-There is my question - I know there is a work-around to get back in the queue and step ahead of the callers that have not yet reached their TOFT to the menu.

What is the work-around?




~

http://www.GHTROUT.com/

 

[johnpoole]

i ran into that with symposium install.. by getting lic for ivr on my call pilot, i can do a give ivr interuptable and keep the fifo stamp on the call.. the user can press 2 to leave a msg, 3 to reach a the main menu or any other key to wait.. without that setup, the caller goes back in as the newest call.. the switch sees the call at that point the same as if a user had transfer a non acd call to the que.. the only possible work around was (prior to that) if the caller opted to wait, send them to a new acd group for older calls.. that got very admin heavy.

john poole
bellsouth business
columbia,sc

 

[dannoWI]

GH,

It has been awhile but I believe the way we used to do this was.

If they have NACD set the nite table of the first queue (the original dialed number)to say 2 seconds to the queue with real agents. Set the time to the menu next and have the menu transfer to the real queue which should be high priority.

If they don't have NACD we usually had to use a dummy phone logged in but not ready. Calls come out of the menu to this dummy queue and are time overflowed to the real queue. Set the NCFW of the dummy to a certain extension which alerts the people that the phone became logged out.

I may be forgetting something but these to scenarios worked well.

Answer The Phone!