Waiting Queue

[RobertBreu]

Hi,

a customer wants the following on his call-center:

- a processing group has several agents attached
- when all the agents are logged off the incoming calls should be routed to an waiting queue until one of the agent logs in

Is this possible and when how?

PS: It's a OmniPCX Enterprise on Crystal-Hardware (R9.1) with an Standard Call-Center

Thank You!

[cavagnaro]

I don't think it can be done on CCD...from ALU premise, if a PG has no agents logged in then Pilot closes...you can forward it but not to an infinite queue, if no agent is logged in means mainly that you are calling out of service hours...
On Genesys you can do it but ACD/CCD don't...why no agent would be logged on service hours?

[RobertBreu]

The problem is that the agents not only working on the phone...they are also serving customers personally...so it can happen that all agents are logged off...is it possible to route the calls in this situation to an mailbox (4635)?

[tot3nkopf]

Use eternal wrap-up and manual wrap-up instead of last agent log off.
Of course you can also route the call to a voice mail box. The configuration is well documented.

[cavagnaro]

The problem is that the agents not only working on the phone...they are also serving customers personally...so it can happen that all agents are logged off...is it possible to route the calls in this situation to an mailbox (4635)?

Tot gave the answer already, however try to advice customer that trying to solve administrative issues by hardware is not good idea...

[ajw]

Use eternal wrap-up and manual wrap-up instead of last agent log off.
Of course you can also route the call to a voice mail box. The configuration is well documented.

Would have thought withdrawal would have been the better option in this example.

[RobertBreu]

Thank You!

I will try the things you told me

[knightrider]

Use eternal wrap-up and manual wrap-up instead of last agent log off.
Of course you can also route the call to a voice mail box. The configuration is well documented.

Would have thought withdrawal would have been the better option in this example.

Withdrawal has the sam eeffect as agents logging out. Wrap is the one.