Wednesday, September 08, 2010

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UCVUG Forums

12/8/2009 1:51 PM

peterschoenthal

www.bfu.ch
Joined: 10/30/2009

Posts: 2

Alert time handling (Switzerland)

Asked this question at the last UCVUG Meeting:

"If you got only one agent logged on and the agent alert time is over... won't he/she be alerted anymore afterwards and the caller stays in the queue forever?"

Answer was, that this is by design and that one might set a timeout.

I believe, that this might be a bug or at least something that needs to be addressed. Imagine: your only agent logged on is not at his place at that very moment the call comes in. The agent won't be notified again and the call is lost...

Anybody thinks the same way?

2/22/2010 8:22 PM

Mike

Joined: 2/22/2010

Posts: 1

Re: Alert time handling (New Zealand)

In other PBX's I program, we use a system called RONA (Redirect on No Answer) which, in the event that there are no available agents to answer a call or if a call is sent to an agent and that agent does not answer (if auto answer is turned off) the system takes alternative measures to ensure the call is delivered. The system also places the called agent in an unavailable state to avoid future calls being delivered unsuccessfully. I am pretty sure that OCS does not do this currently though.

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