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 10-27-2009 | #1 (permalink) | ||||||||
| Junior Member
Rep Power: 0  Country:  |  SECC phone set display I am setting up a new call queuing system using Symposium Express 4.2, and I'm having an issue. The application is fronted by CallPilot 4. At the greeting, press option 1 to be transferred to the SECC-acquired CDN. There are 2 skillsets, SS1 and SS2. SS1 has an agent with priority 1, and an agent with priority 2. SS2 has one agent with priority 1. (these are examples, of course. there are many more real people). The call treatment, CT1, has SS1 at priority 1, and SS2 at priority 2. When I call the CallPilot front-end, and press 1, SS1 agent 1 rings and the phone display says 'SS1'. So far so good. If I don't answer, the next phones that rings is SS1 agent 2 and the display also says 'SS1'. Also good. The problem is when I don't answer that 2nd phone and allow the call to flow to the third agent. The set rings, but the phone display says 'SS2'. This is the problem. I want that 3rd phone to still say 'SS1' so that the agent knows what kind of call it is before they answer. My question: is there a way to make the phone sets all display the original skillset of the call, or alternately, the call treatment name? If there is, I can't find it. This is a deal breaker at this point in my project. I've tried changing the CDN prompt NAME to 'YES', but that doesn't solve my problem. The phones themselves are i2002, but I don't see why that would matter. Thanks in advance for your help. | ||||||||
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| 10-27-2009 | #2 (permalink) | |||||||||
| Junior Member   Clepex has no status.
Rep Power: 3 Gender:  Country:  | I am confused here: Quote:
If it is call routing, then the call is being queued to both SS1 and SS2 skillsets but with different priorities. I think agent3 only has SS2 skillset which is why he answers the call as SS2. If you assign to him the SS1 skillset, then the call will be answered as SS1. The phoneset display is being controlled by SECC, not the PABX. Configure it on SECC properly. | |||||||||
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| 10-28-2009 | #3 (permalink) | ||||||||||
| Junior Member
Rep Power: 0 Country: | Quote:
Quote:
I have too many 'levels' of agents to set all of their priorities in the skillset section. I have a dozen skillsets, and the agents in each are all backups of one another at some point. I've resorted to creating "skillset" and "skillset_overflow" skillsets, and I want to get away from that because it's a nightmare to administer, especially when management wants to change the order in which calls flow, which means then I have to change the skillset priority of 50 agents in 2 or more skillsets each. It's brutal. I want to prioritize call flow by skillset, while still letting the agents know where the call was originally destined. Not pretty, I know. | ||||||||||
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| 10-29-2009 | #5 (permalink) | |||||||||
| Junior Member
Rep Power: 0 Country: | Quote:
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| 10-30-2009 | #7 (permalink) | |||||||||
| Junior Member
Rep Power: 0 Country: | Quote:
Last edited by acyt; 10-30-2009 at 12:05 PM. | |||||||||
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