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Outbound Call Effect on Inbound (Circular) Call Routing

Using IPCC Express Premium 4.0(5)SR02_Build044

Resource Selection Criteria is set to Circular

Senario:

Agent recognized that she is not getting calls through IPCC eventhough she is logged in and ready.

Tests Completed (2 Agents logged in):

Called IPCC Queue call was delivered to Agent #1

Called IPCC Queue a second time call was delivered to Agent #2

Had Agent #1 make an outbound call

Called IPCC Queue call was delivered to Agent #2

Question:

Should outbound calls affect delivery of Inbound calls in a Circular queue?

Is there a way to set-up a queue so that inbound calls are delivered "equally" to each logged in agent, that is not effected by outbound calling?

Any assistance would be appreciated.

Chrissy

2 REPLIES

Re: Outbound Call Effect on Inbound (Circular) Call Routing

I'm not that familiar with UCCX, but with UCCE this is not possible.  The circular logic you're using sounds very similar to longest available routing.  Which means that the agent who has been in a ready state the longest will get the next call.  If an agent goes not ready for takes a personal call or makes a personal call, then they are no longer the longest available agent.  This is the way it works by design.

If you think about what you're trying to accomplish it would mean that if an agent has a meeting or takes a the morning off, when they log in they could potentially take many calls in order to catch up with the other agents.  This is just not a good way to utilize your agents.  Finally, if agents are trying to take less calls by making calls the reports will show this and you can do something about it according to your call center guidelines.

david

Green

Re: Outbound Call Effect on Inbound (Circular) Call Routing

I agree with David. If you did want to work around this, one possible solution is to have a second line and place the outbound call from the second line without going not ready. This is ugly and not recommended since the router can deliver a call on the CC line while you are on the outbound call on the second line.

Regards,

Geoff

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