Suppose your Agents work in a busy environment where calls can be answered anytime by any available Agent, or in a noisy environment where Agents might not hear the phones ringing. UNIVERGE BLUE® ENGAGE offers two solutions: Ring Multiple and Pre-Ringing.
With Ring Multiple, a call enters IVR and is transferred to a Queue where multiple available agents are ringed simultaneously. Because the call is transferred to multiple agents at the same time, ring multiple increases the probability of a call being answered; the agent who answers the call first is the agent who tends to the call, and the call is logged as being answered by this agent. This feature is available for all voice queues. However, Retail Queues should contact a Service Provider to enable the Multiple Ring feature; Non-Retail Queues do not require Service Provider intervention.
With Pre-Ringing, the call will ring an alternate destination as a warning shot before ringing the actual Agent number. For example, you could have a strobe light installed as the ringing device for the pre-ring. When a call comes in and activates the strobe light, an Agent could then run to the phones to answer the call on time.
- For Non-Retail Voice Queues, agents who sign in with CCA cannot be set up to access the Multiple Ring feature, and thus will not receive any calls from the Multiple Ring queue. Conversely, agents who have been set up to access the Multiple Ring feature will not be able to sign in with CCA.
- The CCA Agent Status for the remaining agents who were rung, but who didn’t answer the call, will return to Available. These agents will not be marked as missing a call, rather they will be marked for a Ring Multiple Attempt.
- Contact your service provider to enable the Multiple Ring feature.
- These features only work for Telagents.
- If the features are enabled for your account and you are not using Telagents, your calls will fail in the Waiting For Agent section.
- The features cannot be used with either Desktop CCA or Web Agent.
To work with these features:
- In the Admin Portal, navigate to Configure > General > Queues.
TIP you can access the Queues page directly if you set it as a Favorite on your Home page.
- In the Queues page that appears, click Options, located to the right of the queue, for the queue you want to adjust the simultaneous agent ring or add pre-ring.
- The Voice Queue – Options page appears.
- For RING MULTIPLE: From the Max. agents to ring simultaneously drop-down menu, select the maximum number of agents that will be rung when a call is transferred to the selected queue.
The ACD will pick the best number of agents in that particular queue for that call at that time. For example, all qualified agents for that queue will be assessed on availability, priority, and idle time, and then the maximum number of agents selected will be rung.Important If there is only one available agent in the queue, but the maximum number of agents is set to five, the call will only be transferred to that one available agent.TIP The default number is 10, and the maximum number of agents that can be rung simultaneously is 15.
- For PRE-RINGING: Click to select the Enable pre-ringing checkbox, enter a number for the Destination where the call should land, and then in Max. seconds to ring enter the maximum number of seconds that the call should ring at this destination before moving to a queue.
- Click Update. Your changes are saved.
