Alcatel Unleashed

Hi all,

I woudl like to program this specific case on my CCD.

On a specific pilot statistic, I'd Like to route about 8 calls on 10 to a GT which correspond to my call center and the 2 remaining calls to an external call center which I access through an external number.

Do you think that's possible and if so could you give me some advices on how to do this ?

thanks,
jé'

Beginning, a Statistic Pilot is that, only used for stats. You create rules on Pilots only.

Second, 10 calls based on what time? What about the 11th call? when does the counter returns to zero? Your requirement has no sense. Maybe you can send all calls to a Queue and the ones your agents can't answer overflow to that external CC.

OK for the statistic pilot, it was to say that the rule will be only attached to a specific number so attached to a specific pilot.

To explain the situation all overflow will be routed to an external call center yes.
As 2 agents will be dedicated to take the overflow our partner ask us to send a minimum call to occupy the agents.

I was managing some NORTEL or AVAYA before and I could use a distribution rule based on a period or a script associated to a database.
ALCATEL is new for me and I don't know how do to such a distribution.

Thanks for your help and advices

I think there are ways of doing it in the ACR script if we are talking about statistic pilots and ACR. You need however experience with ASM language or some time to play and test.
In normal CCD routing environment you could use queue level overflow but that is based more on estimated waiting time rather than number of calls queued. The overflow can be implemented at two levels (based on maximum estimated time calculated by the system or based on the actual waiting time in the queue) --> check queue options.