Longest Waiting and multiple queues.

[Michael Thompson]

Hi There,

I've done quite a bit of searching and testing but I haven't found a solution to this yet.

Is there anyway to get the Polling Strategy Longest Waiting to work with multiple Call Queues, or at least the Ring Groups reset the idle time?

For example we have 4 technician teams that service certain clients.
We want all technicians in one main queue for general calls.
We want Inbound CID rules so when a specific client calls they deal with 1 of the 4 teams they are assigned to.
The 'Longest Wait' doesn't seem to reset if an extension in another queue or ring group takes a call.
For example, if team 1 takes 4 calls in a row in their client specific queue, and then a call comes into the main queue, it should have realized those extensions just got off calls and hunt elsewhere. But it seems extensions have separate longest wait times in queues different queues, and even a ring group doesn't reset this idle time so they can go straight into another main call again after a ring group call.

We only have about 15 agents and they only take about 10 calls a day so we want to keep it balanced, its not like there are ever large queues. If one team is very busy with their clients calls it should be targeting the longest waits therefore hunting in the other teams, surely there must be some setting or method I am missing here and would appreciate any advice.

 

[lneblett]

Consider a Q as an independent cell. Each cell has members/agents. While it may be true that a member who belongs to cell 1 may have just handled a call and is therefor the "soonest" member that same member may also be the "longest" in any of the other cells.

Each Q is not monitoring the status of the other Qs in order to see if common members have recently taken a call as this would then bring in the added complications of how to manage interaction between Qs given the dynamics associated to each - poll strategy, # of members, call pick-ups, overall call volume and frequency (when the calls occur), etc..

As it is, you have to design your call handling with the understanding of the tools and accept that there will be some issues that will arise from time to time that will be a thorn.

I am not saying that more control or options would not be welcome, but rather that this is how the system is today. You may want to search the Ideas segment of the forum and see what suggestions have been made and up-vote them and/or submit your thoughts.

A ring group has no bearing on a Q. It is merely a method to allow a call to be sent to multiple extensions at the same time or in a hunting fashion. Unlike a Q, there is no attempt to "hold" calls while waiting for a member to become available and members do not log-in or out. It is the same as sending a call to an extension, but times X. The call either gets answered by one of the members of the group or gets handled according to the rules when the timeout or member list is exhausted.