Call Queuing question

[Vic]

Hi, all,

I wanted somebody to give me an input on the following:

we have two sites, site A and site B, and both sites get inbound calls directly routed to them from PSTN. To improve efficiency we have setup the center so that site A is acting as an overflow site for site B, and vice versa: when call that came to site A cannot find an operator on site A, it then looks for idle operators on site B. The problem arises when neither there are operators on site A and site B and we need to queue a call.

Ideally, we want to queue a call so that it is queued on for both local and global operators, but if both local operator on site A and operator on site B become available, call should be routed to local operator.

Is there a simple way of doing it?

BTW, both operators on site A and site B have the same skill, since both of them are handling the same type of calls. So, I was thinking about following on Ecki's suggestion and create two groups AG_SiteA and AG_SiteB and start using GetSkillInGroup to distinguish between two sites.

What do you think?

[ecki]

Hi Vic,

So what about this?

As a first step, try to use as target local group and wait for example for one minute.
As a second step, if wait time is over, use statistical function to obtain stat info about numbers of agent ready for next call in remote site.
As a third step if there are some agents free in remote site use as a target agents from remote site and the call should be distributed immediately. But if stat returns 0 (or 1,2... depends how big is your callcentre and how big is the call traffic on both sites), close cycle and start from step one.
You can also play with statistic "number waiting calls for particular skill in remote site" which can more specify the condition when to transfer the calls between sites.

[Genady lesov]

Hi,

1. Use two target instrategy: first=AGSite1 and second=AGSite2.
2. In first target odbject uncheck clear target.

Each time URS will looup ready agents in target1 and only after this in target2.

[Tony]

Hi

The way we do it is to calculate stat CurrentWaitTimeForNextCall to compare the load between two sites. Then compare the difference between WaiteTime to a threhold (you decide which value) if the difference < threshold meaning sites in balance then route calls to local agents. If sites are out of balance then route cals to global agents. You also need to create a localtion skill to differentiate local and global agents

Hope this help