Callers waiting in queue when system switches to after hours, stay until caller hangs up or no answer timer sends to after hours routing

[rickj-ltj]

When callers are sitting in the queue and the system switches to after hours mode, when an agent finishes their current call, the queue won't send the waiting caller to their phone. The caller is stuck in the queue until they hang up or the no answer timer triggers for that call. the in hours no answer setting puts it back into the queue and the after hours goes to an IVR system recording. so if they call during hours and it switches to after hours while they are in the queue, they have to sit until hanging up or the no answer timer resetting them into the queue sends them to the IVR. is there a way to have the agents finish the remaining calls in the queue when the system switches to after hours or immediately send the waiting callers to the after hours setting instead of making them wait??

Off the top of my head, the only thing I can think of with the settings in there is to shorten the no answer timer so they don't site as long before going to the after hours IVR.

does all that make sense??

 

[Alphabetic]

Unless your agents statuses are being changed by scheduling their office hours then I dont see how they wouldnt be polled - though I havent tested.

On the flip side of this, have your agents status automatically change with scheduling to close the queue sending callers to DNA.

 

[rickj-ltj]

The agents don't have separate hours in their extension so they are using the office hours. as far as the "flip side" goes, calls that come in after hours are going to the after hours IVR, the problem is the calls that are already in the queue when the system changes to after hours mode.

 

[Alphabetic]

I just made a new dpt and stuck my queue in it.

called the queue whilst it's open and then closed the dept and the call stayed in the queue..

you might want to look at your setup..

hang on though, i didnt test the agent coming off a call.. 1 min.

ok had my agent on the phone, closed the dept and had them come off and they were polled.

 

[rickj-ltj]

I'm sorry If I've been explaining wrong. The problem isn't that the call doesn't stay in the queue when the system switches to after hours. The problem is that while it will stay in the queue, it won't ring to an agent after it switches to after hours while the caller is in the queue and the agent got off their call. The call will just sit in the queue and not ring anywhere until the no answer time triggers or they get tired of holding in the queue.

 

[Alphabetic]

I updated my reply.

 

[rickj-ltj]

hmmm....not sure where I am going wrong then. I don't have a complicated setup in the queue. The only thing I would consider slightly unusual in my setup of the queue is that the DNA setting is just to loop back into the queue (clients request). break, closed, and holiday routes are all to an after hours IVR.

 

[Alphabetic]

hmmm....not sure where I am going wrong then. I don't have a complicated setup in the queue. The only thing I would consider slightly unusual in my setup of the queue is that the DNA setting is just to loop back into the queue (clients request). break, closed, and holiday routes are all to an after hours IVR.

Can it loop back in to the same queue? AFAIK that would trigger a loop - does that even work?

why would you look back in to the same queue instead of just increasing the wait time?

 

[rickj-ltj]

This client is very anti-voicemail. I had the DNA set to 2 hours (again at their request) and they didn't want it to hang up on them if they held over that time, so they wanted it to loop back into the queue. to alleviate some of the issue at hand so they don't sit in the queue for a long time after it switches to after hours mode, I've set that DNA timer back down to 10 minutes and it still loops back into the queue but at least if the system has switched into after hours mode, it will re-route to the after hours IVR. having the shorter timer will cause a larger number of abandoned calls in the reports but they are ok with that as long as they don't have voicemail. I don't quite understand their hate of voicemail. I've got it transcribing them sending to voicemail so its not like its inconvenient to get them.

 

[Alphabetic]

Can you just have one of your agents on the call, call the Q, change the office hours to closed and get that agent off the phone to see if they're served the call?

 

[rickj-ltj]

i can't right now but I will look when they switch times later.

 

[Alphabetic]

do the test i did then.. make a new dept and q.