Best Practices for Agents using Multimedia/Contact Center

Busy On Held

Within the IP Office please turn on the "Busy On Held" setting for Multimedia (MM)/Contact Center (CC) agents

Purpose

• This section of the article provides information on making your agents ‘busy’ while they put MM/CC calls on Hold
• While an agent is handling a call, occasionally they may need to put the call on Hold
  • To ensure that the agent doesn’t receive another call from the MM/CC or from IP Office, an Avaya IP Office setting for that agent will need to be selected
    • Note: With this setting enabled, any call that an agent puts on Hold (e.g. internal, inbound, outbound, Multimedia, or otherwise), the agent will not be able to receive another call at the same time
• In most environments, this call treatment is optimal and preferred. In some environments, it’s okay for the agent to receive multiple calls at the same time or while putting another call on Hold

Steps

1. Log into IP Office Manager and load your configuration
2. Select the user(s) who will need this functionality
   
   
   
   
3. Select the Telephony > Call Settings tab of the user and then check "Busy on Held"
   
   
   
   
4. Click "OK"
5. Save and Merge your changes

No Answer Time

Within the IPO and Chronicall/ACR there are settings to remove a call from an agent after a set amount of time when it goes unanswered

Purpose

• This section of the article provides information on making the No Answer Time on the Chronicall/ACR side shorter than the IP Office's similar setting
• This will prevent the IPO from re-routing the call before the MM/CC can send it to another MM/CC agent

Steps

• Chronicall/ACR Settings
  1. Log into Chronicall/ACR and navigate to Admin (System) > System Settings > Multimedia Voice Seat
     • Notate what the "Default No Answer Time" setting is set to
       
       
       
       
     • The default should be 15 seconds
     • NOTE: Individual MM/CC Skills can be adjusted as well
       1. Navigate to Multimedia Configuration > Skill Management > {Name of Skill} > Voice Settings
          
          
          
          
       2. If "Agent Ring Time" is left at 0:00:00 it will use whatever is entered under "Default No Answer Time"
       3. Otherwise, set your time limit, but make sure it is less than the time limit set within IP Office in the next steps
• IP Office Settings
  1. Log into IP Office Manager and load your configuration
  2. Select one of your Users that are an MM/CC agent
  3. Under the Telephony > Call Settings tab of the User, ensure that the "No Answer Time (sec)" setting time is higher than the "Default No Answer Time" within Chronicall/ACR
     • NOTE: System default for IP Office should be 20 seconds, but please note on later versions of IPO R11.0 & R11.1 this was changed to be a default of 15 seconds. If the default is 15 seconds, please adjust this to 20 seconds to avoid issues
       
       
       
       
  4. If it is not, please increase the "No Answer Time (sec)" on the IP Office or decrease the "Default No Answer Time" until the Chronicall/ACR side is lower
     • NOTE: The Chronicall/ACR time must ALWAYS be lower in order for MM/CC to function correctly
  5. Repeat this step for every User that will be utilizing MM/CC
     • NOTE: This setting can also be adjusted through a User Rights Group as well