QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: mudcow007 on May 30, 2008, 17:21:42

Title: line in use
Post by: mudcow007 on May 30, 2008, 17:21:42

hello all

when an agent has taken a call locally (from another extension and not from the queue) the phone isn't engaged within the queue, so if a call comes from the queue to the agent who is still engaged on the local call,  the call is passed straight to voicemail

i have call-limit=1 in the queues.conf to try an stop this but it doesnt seem to help

anyone???

Title: Re: line in use
Post by: QueueMetrics on May 31, 2008, 09:54:44

Well, the main problems with this approach are that:
1. an ACD agents should not be taking other non-ACD traffic
2. there should be no voicemail on an ACD agent

I tell you, #2 is a recipe for disaster in an inbound call center.  ;D

I suggest that you disable the voicemail completely, and/or use different extensions for the "basic" telephony and ACD (most hard- and soft-phones can handle multiple registrations at once), or you use "true" agents.

Title: Re: line in use
Post by: mudcow007 on June 02, 2008, 12:24:01

thanks for the reply!

the enviroment we have is quite small we have several agents taking inbound calls but also need to do outbound too

they also really need to be able to take local/ in house phone calls too.


i think the seperate lines is the best option

Title: Re: line in use
Post by: QueueMetrics on June 03, 2008, 10:33:26

I think so as well. What matters is that the line that receives ACD (queue) calls should not have any "advanced services" like voicemail turned on. It should be an end-point, simple as that.