All,
We have a client that has multiple queues. They did this because they had one DID and wanted to track call usage by client. So they front ended their calls with an IVR that routes calls to different queues by company (Company A presses 1. Company B presses 2 etc). They then go to a unique queue for that company. All queues are manned by the same agents.
The issue is that the different Queues do not seem to respect the routing based on other queue usage so the same agent may get 4 calls in a row while the others get none so long as all 4 calls are through different queues.
The best fix of course would be to collapse the queues into one but then we lose the client breakout. (clients do not call from specific numbers so can't track by inbound caller id). We can't create different DIDs for each client as too much material exists with the main number published.
We looked into creating a dummy extension that has the queue as the cell number and to route the call from the IVR to the dummy extension which would forward to the cell (queue). This gives us the call detail INTO the company but then on the agent side we don't see to whom they spoke, only that they took a queue call.
Looking for other suggestions... Any thoughts?
Scott
We have a client that has multiple queues. They did this because they had one DID and wanted to track call usage by client. So they front ended their calls with an IVR that routes calls to different queues by company (Company A presses 1. Company B presses 2 etc). They then go to a unique queue for that company. All queues are manned by the same agents.
The issue is that the different Queues do not seem to respect the routing based on other queue usage so the same agent may get 4 calls in a row while the others get none so long as all 4 calls are through different queues.
The best fix of course would be to collapse the queues into one but then we lose the client breakout. (clients do not call from specific numbers so can't track by inbound caller id). We can't create different DIDs for each client as too much material exists with the main number published.
We looked into creating a dummy extension that has the queue as the cell number and to route the call from the IVR to the dummy extension which would forward to the cell (queue). This gives us the call detail INTO the company but then on the agent side we don't see to whom they spoke, only that they took a queue call.
Looking for other suggestions... Any thoughts?
Scott
