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.
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 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.