Messages

1

Mitel Software Applications / Re: Mitel Ignite - 2 agent-groups should have same priority on a queue

« on: November 25, 2020, 04:13:53 AM »

We are trying to reduce the amount of Agent-groups. + Our agents have the flexibility to log on and log off to Agent-groups so they will "forget" to log on this group. We can't block this via COS cause they have also mail-blocks and outbound calling...

2

Mitel Software Applications / Re: Mitel Ignite - 2 agent-groups should have same priority on a queue

« on: November 24, 2020, 10:18:01 AM »

Hi Sunpark

Thanks for your remark but both agents have same skillset in their Agent-group. I tested this again but still offering to the first Agent-group and afterwards to second Agent-group.

Kind regards

3

Mitel Software Applications / Mitel Ignite - 2 agent-groups should have same priority on a queue

« on: November 24, 2020, 07:59:45 AM »

Good afternoon

System information:

Mitel Ignite 9.3
Mitel MiVoice Business Release 9.1
Last Revised for MiVoice Business Build: 20.1.0.85

We tried follow scenario without success. But I would like to know if someone has another solution:

Scenario:

We divide our customers into 3 different queues (paths) on language via IVR:

- Customer_French
- Customer_Dutch
- Customer_English

We create 2 Agent-groups:
native language_French
native language_Dutch

We add both Agent-group to the correct queue:
Customer_French gets Agent Group native language_French
Customer_Dutch gets Agent Group native language_Dutch

Both Agent groups speak English, so we would like to add both groups to the queue Customer_English. We wouldn't have any priority between both groups. So when we receive an incoming call, I should be offered to longest idle agent of both groups.

I set the overflow timer already to 0 seconds but still there is a difference in priority. System will check the Primary Agent group and afterwards second agent-group.

Does someone have a solution without creating an extra Agent Group?

Kind regards

Bart Soetemans