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Rogier

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  1. Simultaneous Callers in Queue

    in General Setup

    Posted

    Frederick - Rogier,

     

    Would you share information on the number of logged in users in the agent groups? What Phones are you using?

     

    We have soon to be approved project with 40+ sales agents logged into the same agent group and least busy ring will be the used. Agent Group Status, Info. Instant Messaging is Critical for the success of this project. Monthly inbound 800 numbers will peak near 200,000 minutes and missing calls is not an option. Are the troubles mentioned in this post firmly resolved and what advice might you give on managing these ACD Agent Groups?

     

    Cheers

     

    Andrew,

    Our group is nog that big, there are four agents logged in during the opening hours. The phones we are using are Snom 320. The basic information about the group and missed calls can be monitored in the agent screen, but we also are developing specific supervisor screens for that that we use. we are using 'ramdom' als algorithm, but long idle first can also be used. What we further did was set the ring stage duration on 999. We couldn't get this right in another way and wanted to avoid that calls are ringing on multiple phones.

    Sinds the fix we haven't seen the problem. What we did was also to create an overflow to hunt group (back office) to avoid abondand calls. This is more like an extra safety issue.

    Hope you have something about this ifnormation.

     

    Rogier

    ICM /Vos

    The Netherlands

  5. Applicable Tables and respective columns

    in SOAP

    Posted

    The items are the internal representation of the functionality described in the Wiki. There is no extra description on how these items are stored in the database. And IMHO you should not touch it, as it is "subject to change without notice"...

     

    ok but is there description available of the field names. Not all field names are clear to us.

  7. Simultaneous Callers in Queue

    in General Setup

    Posted

    Hi,

     

    We have the same problem.

     

    When we have similtanous callers and the first caller is picked up after ringing an extension, the 2nd caller will remain in the queue and is not routed to an avaialable agent exentension. If we disconnect and try again, (first caller is still on the phone) there is no problem and the 2nd call is directly routed to an available agent.

     

    The fix of the new version worked only once. When we tested this the 2nd time the same problem occured.

     

    What can we do to fix this problem ? We miss a lot of calls by this.

     

    Thanx in Advance

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