we have installed CCM,ICM and QM ,all three are integrated and we are using Post Routing now the problem what i am facing is if QM goes down entire call center operation will goes down. i would like to know is there any way i can route the call directly to the agent without going to the QM.QM Functionality can be used only if required.is it be possible through translation routing ?
IPCC (CCM, ICM & QM) has implicit translation routing, so there is no need to configure a translation route to deliver the call to an agent.
You could probably re-write your ICM script to check the status of the IP IVR, if the IVR is available then deliver calls to the queue, else route the calls direct to the skill group.
The only problem with this is that if all of your agents are busy, then the caller will busy tone. You could configure a hunt group on the CCM to avoid this problem - this would also take account of the ICM failing - but you would not see correct ICM reporting stats.
It depends on how are you using the que manager. Are you just using to que the calls or it plays a intial message when the caller calls in and ask for some in put.
If it is not playing any intial message when the calle calls in, check in your ICM script if any agents are availabe if yes send it to that skill group if no agents are availbe then send it to the queue manager.
The caller will get bsy if all your agents are busy and queue manger is down.
I do not think so. The caller will get busy tone only in a situation when, all the agents are busy and the Queue Manger is down. Can you try it, by loggin in one agent and then bring down the Queue Manger and make two or theree calls. See what happens.
The caller getting a fast busy when the QM is down, depends on the following factors
1. Are you transferring the caller to a route point associated with the QM (Jtapi User for QM ), if yes .. then u'll get a fast busy. if no, then you will not get a fast busy.
2. If you are transferring the caller to a route point associated to the ICM system ( CCM User ) then it dosent matter if your QM is up or not. ICM will associate the call with the script and will follow accordingly.
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
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