[cisco-voip] CUEAC call distribution to 2 operators sharing the same queue

[Bennie Grant]

Mike

I may be getting the name wrong – I am not hands on with the product myself. With the latest versions of CUEAC, it is possible to "force" the phone to ring when a call enters the queue. It is this feature that I'm referring to as "forced delivery"

Thanks

Bennie Grant
VP - Operations
Arc Solutions (International) Inc
D: 919-392-2241 |  M: 919-599-8744
Part of the Mettoni group | www.mettoni.com

From: Mike Lydick <mike.lydick at gmail.com<mailto:mike.lydick at gmail.com>>
Date: Mon, 4 Apr 2011 20:55:56 +0100
To: Bennie Grant <bennie.grant at mettoni.com<mailto:bennie.grant at mettoni.com>>
Cc: "cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>" <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: Re: [cisco-voip] CUEAC call distribution to 2 operators sharing the same queue

Where is the Forced Deliver setting?


Best Regards,

Mike Lydick




On Mon, Apr 4, 2011 at 3:50 PM, Bennie Grant <Bennie.Grant at mettoni.com<mailto:Bennie.Grant at mettoni.com>> wrote:
Mike

All calls are displayed to all operators at the same time – they see them in the F8 section ("all queues") of the application

If you have it set to "forced delivery", then the calls are sent to each operator in turn, based on who's been waiting the longest. If you want to be sure that "everyone sees them all" - which of course is the fairest way of handling it if its a union requirement, then make sure you don’t have forced delivery turned out

Thanks

Bennie Grant
VP - Operations
Arc Solutions (International) Inc
D: 919-392-2241<tel:919-392-2241> |  M: 919-599-8744<tel:919-599-8744>
Part of the Mettoni group | www.mettoni.com<http://www.mettoni.com>

From: Mike Lydick <mike.lydick at gmail.com<mailto:mike.lydick at gmail.com>>
Date: Mon, 4 Apr 2011 20:29:33 +0100
To: "cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>" <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: [cisco-voip] CUEAC call distribution to 2 operators sharing the same queue

We need to ensure that 2 operators get presented the same number of calls due to union regulations. How would we ensure that the operators get the a circular call distribution of calls. We tried a Pilot -> HL -> LGs with multiple queues but when one operator logs out we get fast busy on the LG that get hit.


Best Regards,

Mike Lydick



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