Hi guys,
Scenario: We have a bunch of agents in an after-hours queue, they will be taking these calls whilst on mobile and out and about (Micollab 8.1 SIP ACD Softphone)
They need to be able to have a call presented to them for XX seconds before passing to the next agent but without it invoking the ACD Agent No Answer behaviour (Logout, Absent, Make Busy)
We want it to simply place them back as Idle into the agent group.
Reason for this: Mitel have implemented no easy way/alert to make it known to the agent that they have actually missed a call and have been logged out of their softphone (Softphone toggle slides to disabled) or Made Absent (nothing shows in client at all) This is going to result in all agents eventually being logged out or made absent and calls will be missed. The only way to get themselves back as Idle is to manually slide their softphone toggle back to On or we create a Micollab contact which is a speed dial for the 'Group Presence - Join All ACD Groups' FAC
Yes, it is standard ACD practice where an activity needs to happen when an agent misses a call, however, Mitel has made no discernible effort to make this apparent within the Micollab mobile client.
Potential solutions:
1) Make them UCC users and place them into a Ring group. However, this would come at a massive cost to the customer on top of the need for them to still be an ACD agent during normal business hours.
2) Set ACD No answer timer to '0'. This would result in the call ringing indefinitely until the agent it is presented to either answers or the customer hangs up. The next agent who is longest Idle would then get the next call. This could result in a very poor customer experience, however.
3) Tell the customer that their agents need to check their phone on a regular basis to make sure they haven't missed a call.
Agents will not be using Ignite Web from their phones A) still doesn't prompt B) too detached from the Micollab client application.
Stats on the ACD path/ACD group are not important here, being Idle and available takes precedence.
Love some suggestions on how you guys are implementing the mobility of the Micollab ACD SIP Softphone in similar scenarios and what I can do in the above.
