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Problems about Agent Group

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Hello,

 

We have two major problems about Agent Group.

 

First one : sometimes there is a blockage when Agent Group distributes calls to the agents. Although there are many available agents and there are many calls waiting in the queue, these calls are not distributed automatically to the agents along 2 or 3 minutes. It begins to distribute then.

 

When the first call in the queue ringing on an agent and not accepted, does the agent group not distribute the second call in the queue to an available agent?

 

The second problem: sometimes agent group distribute multiple calls to an agent when the agent is on the line with another call, eventhough the Allow multiple ACD calls on agent - even if busy: No selected NO. Could you have any suggestion about this issue?

 

We need immediate help.

 

Thanks in advance.

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Did you change the "Agent recovery time" on the PBX? During that time the PBX does not call the agent. This setting is used to give the agent some time to finish up with the last call, takes notes and so on.

 

If it does not help, try to get a log from the application. The ACD reports a lot of information about why and when it tries to call what agent. Maybe this will help to solve the problem.

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Hello,

 

We have two major problems about Agent Group.

 

First one : sometimes there is a blockage when Agent Group distributes calls to the agents. Although there are many available agents and there are many calls waiting in the queue, these calls are not distributed automatically to the agents along 2 or 3 minutes. It begins to distribute then.

 

 

Any chance that you have set the "Caller priority" to "Try to pull...."?

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We have already set the agent recovery time to 5 seconds. It is reasonably small value. We will analyze the logs.

 

We have already set the Caller Priority to Queue Entry Time.

 

Does the agent group not distribute the second call in the queue to an available agent when the first call in the queue ringing on an agent and not accepted?

 

Could you please answer this question?

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If the agents are ringing on the 1st call, then PBX assumes that the agent is busy (technically not yet though). That's why it does not send the call to an already ringing agent.

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Thanks for reply.

 

I have another question.

 

The Ring Stage Duration is 10 seconds and the Max Ring Duration is 30 seconds. So, the agent group send the call to an agent and rings on this agent during ring stage duration and then adds an agent and so on.

 

I want the Agent Group to ring only one agent at a time. So, I set the Max Ring Duration to 10 seconds. But the problem is outgoing calls hang up after 10 seconds.

 

Setting the ring stage duration to 30 seconds can be a solution but this period is a very long time and not acceptable.

 

What can i do to ring only one agent at a time?

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Agent group always keep adding the new agents to the list of "ringing agents" until it hits the "After hearing ringback for (s).." section.

 

You can use "Hunt group" instead of agent group, if your requirement is simple. There it rings one stage at a time. So, if you put 1 agent in each stage, you will get what you are looking for.

 

Note that you can cascade multiple ACDs or Hunt groups to create the setup you are looking for too.

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We have already multiple ACDs. We are not able to use Hunt Group because our system had already been set up according to Agent Group manner.

 

Anything else for solution?

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