Jump to content
Vodia PBX forum
bordernet

Establishing round-robin within agent groups

Recommended Posts

Have only recently been introduced to the Vodia system and have been running into an issue where we are unable to properly establish a round robin system (calling each currently logged in agent at random, one-by-one) within an agent group.

 

We have attempted to adjust each setting but have been unable to set it up correctly with the round robin effect, which we thought would have been simple enough.

 

Below is an example of our agent group settings within the PBX.

 

 

Agent setup

Currently logged in agents: Have listed all our agents that will be taking the calls, e.g. 101 102 103
Extensions that may jump in or out (* for all, includes non-agents too): Have attempted putting in all the above agents, an asterisk and nothing at all

Minimum number of agents for jumping out: Have tried setting this to 1 and 2.
Agent recovery time (s): Set at approx 20sec

Automatically log out the agent if they missed the last call: Have tried setting yes/no
Allow multiple ACD calls on agent - even if busy: Set as no

 

Agent selection

Agent selection algorithm: Have tested both random/longest idle first

All agents for this ACD (e.g. "41 42 43"): Have tried putting in all agents listed in currently logged in agents field, have tried putting in nothing, only a couple of agents, etc.
Insert the newly logged in agent: Set as back of the queue
Ring stage duration (secs): 10sec
Number of agents added per stage: Have tried leaving as both default and 1.

 

Caller in queue
After hearing ringback for (s) ...: Set to 30-60sec, have also tried leaving this as default.
... include the following additional agents (e.g. "41 42 43"): Have tried putting in other additional agents not included in the above 'all agents for this ACD' field. Have also tried leaving this blank if above is set to default.
After hearing ringback for (s) ...: Set to 4min to redirect to another agent group (redirection works fine). Have tried leaving this as default as well.

... redirect the call to the destination (e.g. "73"): Set to separate agent group e.g. 300

Below all of that is the redirect option which will end up going to VM after 10 mins. Confirmed that is all working fine as well - no problems there.

 

What we require is; when the caller reaches this agent group they are passed around to each currently logged in agent for approx 10-15 seconds each. When the caller is passed onto another agent, the prior agents phone stops ringing (instead of all ringing at once). If an agent is not logged in/is already on a call it should simply call another randomly logged in agent.

If this cannot be done through an agent group, then how can it be done? The only theoretical way I can think of to set this up properly would be to create 1 separate agent group for each call on each agent. e.g. caller is passed to agent A through agent group 001, after 15 seconds the agent group redirects the call to agent group 002 where it calls agent B for 15 seconds, which then redirects the call to agent group 003 where it calls agent C for 15 seconds, and so on and so forth, until it reaches the last agent (for the purpose of an easy example lets say there are 5). When agent E on agent group 005 does not pick up the call, it would redirect the call to agent A again but this time on agent group 006, thus beginning the cycle again. Lets say by calling the last agent on agent group 080 after it has cycled through everyone 16 odd times, the call would then redirect to voice mail.

The problem with the above method is that we'll end up having to create hundreds of agent groups to pass around a single call, and I don't think that should be necessary. Not only that, but it wouldn't exactly be a random round robin effect either.

 

I have searched the forums and was unable to find anything particularly helpful thus far.

I should probably note that I've tried the other types of groups you can set up, and fiddled with IVR nodes, but the agent groups are the only thing that seems to come close to doing what we are needing.

 

Any and all information to help with this would be greatly appreciated here.

 

 

Thank you.

 

Share this post


Link to post
Share on other sites

Hi,

 

Q) What we require is; when the caller reaches this agent group they are passed around to each currently logged in agent for approx 10-15 seconds each. When the caller is passed onto another agent, the prior agents phone stops ringing (instead of all ringing at once). If an agent is not logged in/is already on a call it should simply call another randomly logged in agent.

 

Ans) Yes, they will all ring one after another, that is how the Agent Group works. If you want everyone to ring at once and if you need separate stages for each set of extension then please try Hunt groups. Its far simpler for you and you can transfer the call from Hunt group to Agent group too (if HG alone, cant solve your query). In short, you dont need to create these many agent groups or any other group. That's the main reason it was created for. :)

Share this post


Link to post
Share on other sites

We're not seeing them ring one after another, that is the whole issue. The agent group will call the 1st agent, then when it starts ringing the 2nd after 15secs it will ring both at the same time, then it will ring the 3rd agent after 15secs at the same time calling the 1st and 2nd agents.

 

We need the system to call 1 agent at a time only, and in a randomised order (round robin effect).

 

Can you provide details or an example of what we need to put into the above bold fields I've provided in my original post?

Share this post


Link to post
Share on other sites

Hi,

 

Agent group is a call center setup. The last option in the Agent selection algorithm is "Number of agents ADDED per stage" so, it will keep adding the new agents to the ringing call until one of the agents picks up. And that call will keep going in the round robin effect.

 

If you want only one agent to ring at a time, Hunt Group setup is the best way to go.

Share this post


Link to post
Share on other sites

Is there any way to set up a group for longest idle.  Ring agent A then if they do not answer after 15 seconds ring Agent B and stop Ringing Agent A.  If B doesn't answer then look for the next agent with the most idle time.

I konw from the comment above you said the system doesn't work that way it will continue to ring the first agent.  All other call centers I have worked on ring the agent for the time allowed then stop roinging when it moves to the next agent.  Is this something you are consider on adding in a future release?   hunt group won't work for a customer that wan't to set up for longest idle.

Share this post


Link to post
Share on other sites

Hi,

 

As of now there are no plans of making only one agent ring and not the others, but we dont see any harm in other agents ringing all together as well. If the 1st agent is not picking in the first 10 secs then he/she wont pick later either. If anything, it just makes sure all the agents feel included :)

Share this post


Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

×