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  • 1.  How/where to change the default action on a sequential workgroup?

    GENESYS
    Posted 07-22-2011 17:25
    Out of box .. when a caller is sent to a sequential workgroup and no one is available it will sit in queue. How can we change that to send the call to voicemail? 3.0 su 11.


  • 2.  RE: How/where to change the default action on a sequential workgroup?

    GENESYS
    Posted 07-22-2011 21:13
    Originally posted by CM0559;22810
    Out of box .. when a caller is sent to a sequential workgroup and no one is available it will sit in queue. How can we change that to send the call to voicemail? 3.0 su 11.
    Unfortunately, when you use the sequential workgroup setting, it limits your options. You could change the workgroup to be an ACD workgroup, (where you could use skills based routing to keep the sequential alerting) which would allow you to use the logical transfer step in the Attendant to see if agents are available, and if not, go to voicemail. Otherwise, you'd probably have to write a custom handler, with some logical transfer steps in the attendant.


  • 3.  RE: How/where to change the default action on a sequential workgroup?

    GENESYS
    Posted 07-23-2011 18:35
    Originally posted by CM0559;22810
    Out of box .. when a caller is sent to a sequential workgroup and no one is available it will sit in queue. How can we change that to send the call to voicemail? 3.0 su 11.
    That seems odd...out-of-the-box functionality for a Sequential workgroup is to try routing sequentially to available agents, one time through the list, then either go back to the main menu or roll to voicemail if the workgroup has a mailbox configured. I don't know of a way for it to just sit in queue until an agent becomes available - that's not a feature of Sequential workgroups (and why you have to pay more to get that feature with true ACD workgroups).


  • 4.  RE: How/where to change the default action on a sequential workgroup?

    Posted 07-24-2011 01:52
    As George mentioned, an ACD queue is required for a call to "wait" for an available agent. The other "out-of-the-box" basic queue types (sequential, group, round-robin) will check each agent per the rules of the queue type and then if no agents are available, the call will be delivered to the workgroup's mailbox (if configured) or to the default Attendant Profile. It is actually possible to customize this behavior in some cases using Interaction Attendant. Example: - Create an Attendant profile that handles calls for a certain DNIS value - Open the Call Processing Style dialog box and choose direct-to-queue processing - Select the Workgroup radio button and choose the appropriate workgroup queue from the drop down, enter a timeout value, and check the box to perform direct-to-queue processing only once (VERY rarely would you want to leave this unchecked) - Use the default schedule or other custom schedules under the profile to define actions to be taken at the timeout for the direct-to-queue processing (might be to play a message and then send to voicemail, play a menu with multiple options, or transfer the call to another profile for additional processing)