Silence calls made to hunt group when user is on the phone

[cholzhauer]

They are in an extension list; if I put them in as individual agents, will all phones still ring at the same time?

[Tech Electronics]

Cholzhauer,

No, but if they are true ACD Agents then why would you want them all to ring at the same time?

Thanks,

TE

[cholzhauer]

TE

Just to clarify, by "ring at the same time" I meant if a call comes in, all of the phones in the hunt group ring.  The way I read your post is that if a call comes in, it just rings one single phone if I list all ACD agents instead of by plist

[Tech Electronics]

Cholzhauer,

You read correctly and let me clarify my answer a little more so you understand why. By "standard" telephony logic an ACD Hunt Group is used to distribute calls efficiently and evenly to any agents logged in. For your scenario one would normally just use a UCD Hunt Group to ring all phones and not worry about tracking calls or evenly spreading them out to the agents logged in. I suspect you are using the ACD feature for the convenience of adding and removing agents and that you are not really tracking the metrics of the Hunt Group or the agents.

So if you set each agent in as an individual and then set the distribution as Balanced or Longest Idle it should ring only the Agent that is available and either the next in line to accept the call (Balanced) or the one that has been available the longest (longest idle).

Thanks,

TE

[cholzhauer]

TE

Makes sense.  I can put that in place and give it a try.  We are doing reporting on the agents, but we're doing it through the Mitel CSM product.

Where would I set the distribution type?  When I pulled up the hunt group, a quick glance didn't reveal anything that said "distribution"

Thanks again.

[cholzhauer]

Never mind, found it. It's under "search type"

[Tech Electronics]

Cholzhauer,

So you are using CSM to track agents so maybe you are also using Intelligent Router to direct calls as well which may be introducing the issue you are seeing.

Thanks,

TE

[cholzhauer]

We're not using intelligent router.  We looked into it because of some other capabilities it offered, but it wasn't worth the price tag

[cholzhauer]

As part of this change, ACD members normally use DND to make their phone not ring.  Will DND supersede them being logged into the queue or will they actually need to log out when they're away from their desks?

[Tech Electronics]

Cholzhauer,

Yes, DND will override the offering of calls to the agent as usual. The action of logging in and out is usually to provide metrics for the Call Center Staffing and Forcasting.

Thanks,

TE

[cholzhauer]

This seems to be working.  We're still working on deciding which search type is best for us, but so far it's doing what we want.  If someone is on a call the next call will ring in once or twice, but stops after that.

Thanks everyone for your help.

[Tech Electronics]

Cholzhauer,

That should be pretty easy to figure out, but if you have questions on how each one works then let us know. Also, we may need to look at your timers as well.

Thanks,

TE