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Agent recovery time - not working


voipguy
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Hi,

 

We are using PBXNSIP version 4.01.3433.

 

We have an Agent group setup called Sales Queue with only 1 agent logged into the que. We have the Agent recovery time set to 60 seconds and the Gap between annoucements set at 30 seconds.

 

When the agent takes a call from the Sales queue and finishes talking and hangs up the phone her phone instantly rings again with a new caller - shouldn't the Agent recovery setting give the agent 60 seconds to finish entering her notes into her CRM?

 

Is this a bug in version 4.01.3433 or is there another setting I'm missing?

 

Don't know if this matters but in the section called "When a call approaches the head of the queue" I have nothing set in any of the 3 boxes - the reason is because there are no other agents to move or bump the caller to a different area - even if there was the max setting in the drop down box is only 300 seconds which is only 5 minutes - that's too short - we should be able to make it what ever we want 5, 6, 7 8 minutes etc.

 

We would like to use the "If the caller already waited longer then (s)..." then redirect them to destination X but again the max setting is 5 minutes and if a caller is in the queue for only 5 minutes we don't want to send them to the general voice mail box.....maybe 8 or 10 minutes of waiting in the queue then we would bump them into the general mail box.

 

Thanks

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Hi,

 

We are using PBXNSIP version 4.01.3433.

 

We have an Agent group setup called Sales Queue with only 1 agent logged into the que. We have the Agent recovery time set to 60 seconds and the Gap between annoucements set at 30 seconds.

 

When the agent takes a call from the Sales queue and finishes talking and hangs up the phone her phone instantly rings again with a new caller - shouldn't the Agent recovery setting give the agent 60 seconds to finish entering her notes into her CRM?

 

Is this a bug in version 4.01.3433 or is there another setting I'm missing?

 

Don't know if this matters but in the section called "When a call approaches the head of the queue" I have nothing set in any of the 3 boxes - the reason is because there are no other agents to move or bump the caller to a different area - even if there was the max setting in the drop down box is only 300 seconds which is only 5 minutes - that's too short - we should be able to make it what ever we want 5, 6, 7 8 minutes etc.

 

We would like to use the "If the caller already waited longer then (s)..." then redirect them to destination X but again the max setting is 5 minutes and if a caller is in the queue for only 5 minutes we don't want to send them to the general voice mail box.....maybe 8 or 10 minutes of waiting in the queue then we would bump them into the general mail box.

 

Thanks

 

Agent recovery issue is a bug in the v4 software. A fix is ready in the next version.

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Agent recovery issue is a bug in the v4 software. A fix is ready in the next version.

 

 

Thanks. Hope it's released soon, my employee is loosing her mind with no agent recovery time.

 

 

What about the below item? Is there anyway you can make the times larger in the drop down boxes from a max of 5 minutes to 5,6,7,8,9,10 or greater?

 

"We would like to use the "If the caller already waited longer then (s)..." then redirect them to destination X but again the max setting is 5 minutes and if a caller is in the queue for only 5 minutes we don't want to send them to the general voice mail box.....maybe 8 or 10 minutes of waiting in the queue then we would bump them into the general mail box."

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