Hi Cav
U r right about my lack of product knowledge, but whatever i m learning abour it, it seems more and more limited and restricted product...i mean, come on, all 3 points i mentioned first r the requirement for smallest of call center (unless there is a diffrrnt definition of call centers in alcatel world)...what CCD can do, competition can do without call center license and that is called basic ACD...
Sent from my iPhone using Tapatalk
CCD Agent State
-
cavagnaro
- Alcatel Unleashed Certified Guru
- Posts: 7014
- Joined: 14 Sep 2005 19:45
- Location: Brasil, Porto Alegre
- Contact:
Re: CCD Agent State
Jummm don't think so, against what are you comparing to?
For your point 1, you mean CCS icons, right?
For 3, it is more about configuration and yes, CCS can show an alarm on it.
For 2, is just again configuration on the Pilot. And you report on CCS.
Enviado de meu E6633 usando Tapatalk
For your point 1, you mean CCS icons, right?
For 3, it is more about configuration and yes, CCS can show an alarm on it.
For 2, is just again configuration on the Pilot. And you report on CCS.
Enviado de meu E6633 usando Tapatalk
Ignorance is not the problem, the problem is the one who doesn't want to learn
OTUC/ICS ACFE/ACSE R3.0/4.0/5.0/6.0
Certified Genesys CIV 8.5
Certified Genesys Troubleshooting 8.5
Certified Genesys BEP 8.x
Genesys Developer
OTUC/ICS ACFE/ACSE R3.0/4.0/5.0/6.0
Certified Genesys CIV 8.5
Certified Genesys Troubleshooting 8.5
Certified Genesys BEP 8.x
Genesys Developer
Re: CCD Agent State
but for 3 - it is not possible to hold incoming calls in the queue in this wq-state. (correct me if i’m not right, cav)
the intention in callrouting is different on what other vendors do.
since alcatel is working with an estimated waiting time and the others just working with an “max. calls”-variable to limit the calls in a queue.
so ccd’s from different vendors are incomparable, like so much other things...
each system has some advantages and disadvantages and the solution is’nt allways the same...
and of course the ccd-integrators have to be good in knowledge and experience!
regards...
the intention in callrouting is different on what other vendors do.
since alcatel is working with an estimated waiting time and the others just working with an “max. calls”-variable to limit the calls in a queue.
so ccd’s from different vendors are incomparable, like so much other things...
each system has some advantages and disadvantages and the solution is’nt allways the same...
and of course the ccd-integrators have to be good in knowledge and experience!
regards...
--- back to basics... focus your eyes to the essential things... ---
Re: CCD Agent State
I am comparing with avaya...u can do all this without going for their call center licensescavagnaro wrote:Jummm don't think so, against what are you comparing to?
For your point 1, you mean CCS icons, right?
For 3, it is more about configuration and yes, CCS can show an alarm on it.
For 2, is just again configuration on the Pilot. And you report on CCS.
Enviado de meu E6633 usando Tapatalk
1- Yes... the agents who press unavailable button show idle on real-time report on ccs confusing the supervisor
2- on my pilot i have configured states but where do we configure meaning of each state and how to enforce agent to input code while going unavailable?
3- again, how we do it??? As of now calls get disconnected.
Sent from my iPhone using Tapatalk
