Original Message:
Sent: 10-02-2019 10:17
From: Matthew West
Subject: Looking for Ideas on how to block incoming calls during Lunch
Davide,
Regarding the "is reachable" feature. Since you are a cloud user, you will need to ask Genesys to enable the following option for you: https://docs.genesys.com/Documentation/Options/Current/HTCC/HTCC-interaction-workspace#teamcommunicator-voice-list-status-reachable
This option will prevent calls from being directed to anyone who is in the specified state.
At this time, only NotReady, Busy, and LoggedOff are supported. The same restriction holds for v9.
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Matthew West
Staff Technical Writer
Genesys Laboratories
Original Message:
Sent: 10-01-2019 21:26
From: Davide Giglio
Subject: Looking for Ideas on how to block incoming calls during Lunch
Hi Matthew,
We are using Workspace 8.5.2 at the moment since V9 does not yet work with the GPlus adapter; we use SalesForce with Genesys workspace embedded.
I don't think Do Not Disturb; as we have removed it as an option across the board.
The 'reachable state' sounds intriguing though.
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Davide Giglio
FCA US LLC
Original Message:
Sent: 10-01-2019 12:07
From: Matthew West
Subject: Looking for Ideas on how to block incoming calls during Lunch
Hello Davide,
You are correct that Workspace on-premises and Workspace Desktop Edition grant greater access and control to you as the administrator.
May I ask what version of Workspace PureEngage Cloud you are using, 8.5.2, or 9.0?
I tested using the Do Not Disturb state for a PureEngage Cloud Workspace 9.0 agent. When I tried to transfer a call from another agent, I got an error on the transferring agent side and the call failed to transfer or go to voicemail.
If I recall, there is a "Reachable state" setting in Agent Setup. I will contact the PEC Workspace team and see if they can shed light on it.
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Matthew West
Staff Technical Writer
Genesys Laboratories
Original Message:
Sent: 10-01-2019 10:25
From: Davide Giglio
Subject: Looking for Ideas on how to block incoming calls during Lunch
Thanks Matthew for your thoughts. Unfortunately we cannot have them log off or use 'Do Not Disturb' at lunch. We use the status times as input to payroll (logged/out & lunch break) and compliance.
You mentioned "...review the SIP Server documentation and set up a routing strategy that looks for specific Not Ready states or the Do Not Disturb state...". We were told through a care ticket that we can only check for 'Not Ready' and not its actual state in our applications. That would solve everything is we could check for 'Not Ready - Lunch'. Is this not true? We are using PureEngage Cloud, does that make a difference? We are finding the 'on-premise' guys have a lot more control and access than we do.
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Davide Giglio
FCA US LLC
Original Message:
Sent: 10-01-2019 10:09
From: Matthew West
Subject: Looking for Ideas on how to block incoming calls during Lunch
Is it possible to have these agents change their status to Logged Off during the lunch break? When they return from lunch they can simply log back on the channel(s). Right click on the desired channel(s) and select Log Off/Log On, or from the global status menu, select Log Off/Log On.
In speaking to the Workspace developers, they recommended that you review the SIP Server documentation and set up a routing strategy that looks for specific Not Ready states or the Do Not Disturb state and prevents the routing of calls to the agent or voicemail. Review the Genesys documentation on setting up "Routing Based" call distribution.
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Matthew West
Staff Technical Writer
Genesys Laboratories
Original Message:
Sent: 09-30-2019 09:39
From: Davide Giglio
Subject: Looking for Ideas on how to block incoming calls during Lunch
Good thought but unfortunately no we cannot rely on a pre-defined hours. Agents take their lunch at different shifts but we cannot guarantee they take off at an exact specific time, all depends on call volume and when their last call finished.
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Davide Giglio
FCA US LLC
Original Message:
Sent: 09-30-2019 08:52
From: Austin Brigham
Subject: Looking for Ideas on how to block incoming calls during Lunch
Do they take lunch at the same time every day? Would it be as simple as adding a business hours check in the routing application?
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Austin Brigham
WHIRLPOOL CORPORATION
Original Message:
Sent: 09-26-2019 17:42
From: Davide Giglio
Subject: Looking for Ideas on how to block incoming calls during Lunch
Just to level set here, it is not as simple as setting the "Not Ready" status to not take calls.
We have many Level-2 agents and Team Leads that do not normally take queue calls so must stay out of 'Ready' unless they are helping out when call volume is high. Most of their day is to communicate directly with and receive direct call backs from our customers as they work a particular case, thus they stay various forms of 'Not Ready' (Not Ready-Call Back, etc.). We have set 'Not Ready' status to allow direct and agent-to-agent calls. When they go on lunch they move to 'Not Ready - Lunch' but unfortunately, since this is still a 'Not Ready' state, calls will still ring through to their desk when they are not there. If they do not answer it will move to voicemail but while that call is ringing, their status has change to 'busy' then back to 'Not Ready-Lunch'. The reports show the agent flipping in and out of lunch often messing up the duration counts as well.
We have a direct dial application which will check the state of the agent but there is no way to check which type of 'Not Ready'. Short of these agents logging off at lunch, we have not found a way to resolve this.
Has anyone dealt with this before or have any ideas? We are told it is not possible to check for the full status 'Not Ready - Lunch'; has anyone overcome this? A new API perhaps?
Any suggestions would be appreciated.
Thanks.
#ArchitectureandDesign
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Davide Giglio
FCA US LLC
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