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Mitel Forums => Non-Mitel Chatter => Topic started by: ZuluAlpha on January 19, 2021, 03:57:53 PM

Title: COVID Calls
Post by: ZuluAlpha on January 19, 2021, 03:57:53 PM

Is anyone having frustration and/or have any good input on managing volume COVID Vaccination calls?

Title: Re: COVID Calls
Post by: Tech Electronics on January 21, 2021, 02:45:25 PM

ZuluAlpha,

What exactly are you having issues with? Too many calls to field at one time for the system or are the agents getting overwhelmed with 'bad' calls?

Thanks,

TE

Title: Re: COVID Calls
Post by: ZuluAlpha on January 22, 2021, 03:42:23 PM

Quote from: Tech Electronics on January 21, 2021, 02:45:25 PM

ZuluAlpha,

What exactly are you having issues with? Too many calls to field at one time for the system or are the agents getting overwhelmed with 'bad' calls?

Thanks,

TE

The agents are getting ok calls. Scheduling is only available during very specific windows so I've seen a huge demand during those windows which overwhelms the system, causes calls to get queued, then overwhelms the circuits because agents just can't cycle through the calls fast enough. I ended up restricting the number of available paths via the carrier, but I would be interested to know if anyone achieved a similar result through programming or had any ideas. The carrier changes are effective but not always the fastest.

Title: Re: COVID Calls
Post by: johnp on January 22, 2021, 06:23:47 PM

Hvae on site that needed to limit inbound as to not use all call paths

Title: Re: COVID Calls
Post by: Tech Electronics on January 25, 2021, 07:27:11 PM

ZuluAlpha,

Have you thought about a channel bank to limit the amount of calls getting through; similar to choke lines at a radio station?

Thanks,

TE

Title: Re: COVID Calls
Post by: etbandung on July 27, 2021, 12:42:54 AM

getting vaccinated its a must now if you want to travel or go out of the city its already happened here in asia its a procedure for every person even kids