[cisco-voip] IPCC-X Design Questions

[Scott Voll]

1.  put a loop in your call queue that checks the time then if the time goes
passed that.... then go to VM.  (but I can see this not making your
customers very happy.

2.  you could use skills.  give them a 10 on the brand they know and a 1 on
the other brands.  route based on best skill level.  if you use different
logins, it would be up to manually doing it (which brings in the human
error)

3. you could route to two different queues and with a loop that checks the
time.  after 5 minutes route to a VM box.

4.  I could use this also.  once I have a little more time. I'm going to
work on a Phone service that displays this info.  I don't know how to screen
pop it though.

5.  check under the resource and queue.  there are a couple settings
(automatic ready).

Scott

On Jan 14, 2008 6:27 AM, Christopher M. Bomba <cbomba at s4nets.com> wrote:

> I have a couple IPCC design questions.
>
> 1. If I have a bunch of calls in the queue when the schedule changes to
> normal business hours to closed business hours how do I send the calls to
> voice mail?
>
> 2. Also if you have a call center that has lets says 25 agents.  Those
> 25 agents answer the phone for 4 different brands of product.  But at any
> time those agents might have to start answering for a different brand than
> the one they usually answer for.  Do you just create 4 different queues and
> give the agents 4 different logins.  I can't use skills because if one
> person is better at one product and usually answers the phone for that
> product, it would work. But that agent might have to answer the phone for
> another product and if his/her skill for that product is lower, then the
> probability of he/she getting the call goes down.  (Correct?)  So my thought
> would be to use the CTI route point the caller hit and match against that
> and do a screen pop on the
> brand:
>
> CTI - 5000 - Brand X
>
> So if a caller calls into the call center and that call uses CTI route
> Point 5000 then we know he/she is calling for Brand X.  Then when the call
> is presented to the agent, (which reminds me, does anyone know how to get
> the screen pop to appear 2 or 3 seconds before the call is presented to the
> agent) the Brand will pop up on the screen and the agent will know how to
> answer that call. "Hello, thank you for calling Brand X, how may I help you
> today".
>
> 3. If I present the caller with two options:
>        Option 1 - if you are a customer
>        Option 2 - if you are a associate
>
>  How do I keep track of that so after the caller has been in the queue for
> lets say 5 minutes, I can present them with an option to be routed to voice
> mail for a callback.  But I want the callers that pushed option
> 1 to go to one voice mailbox and the callers that push option 2 to go to
> another voice mailbox, all being in the same queue.
>
> 4.  Does anyone know how to send a message to the agents that are logged
> in but set to not ready when a threshold is broken for calls in queue.
> Then send another message to the supervisor if a higher threshold is hit
> for calls in queue?
>
>
> 5.  Last but not least, does anyone know where you set the option for the
> agent to NOT go to Ready after they take a call?  Meaning they would
> manually have to set themselves to Ready after the call is complete.
>
>
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