OCS: Blending without URS

[victor]

Hi,

I was under the impression that URS was a prerequisite in order to implement blending. After all, how can you prioritize outbound calls, lock agents and ensure the right ratio of Inbound Call/Outbound Calls received by the agent. It seems, however, not to be the case and after searching I found that blending is supported even without URS [url=http://solutionsearch.genesyslab.com/selfservice/viewdocument.do?externalId=138848&sliceId=1&docType=kc&cmd=displayKC&dialogID=4785474&docTypeID=DT_SOLUTION_1_1&stateId=0+0+4783390&highlight=on]http://solutionsearch.genesyslab.com/selfservice/viewdocument.do?externalId=138848&sliceId=1&docType=kc&cmd=displayKC&dialogID=4785474&docTypeID=DT_SOLUTION_1_1&stateId=0+0+4783390&highlight=on[/url]

Question is, when using Avaya, how do you ensure that the blending ratio is upheld?

Thanks,
Vic

P.S. Adam Lambert is the REAL American Idol!

[ecki]

Hi Vic,

Theoretically OCS is doing what it thinks is right and dials according to its own calculated statistics about agents availability. URS is used only to deliver the call to agents. The same job can do ACD. You are basically dropping calls to ACD Queue. And if ACD is handling Inbound calls as well (what is not surprising) then you have blended environment feature.

e.

[victor]

Ecki,

I want under impression that URS was also locking the agents from receiving inboudn calls anticipating a new outbound call from OCS. Also, prioritizing inbound versus outbound calls arriving into the same queue (you would usually want to have outbound calls wait less, unless you like to torture them) is another function that I need to figure out how to accomplish, now that URS is not part of the picture.

Anyone?