Select few outbound agents for inbound...

[cavagnaro]

Hi guys,
I have a customer requirement:
He actually has 3 agent groups dedicated for Outbound campaigns, now he wants that only 2 agents of each group (6 in total) can receive Inbound calls as well. I created an agent group with these agents but while OCS is running TServer won't route calls to them, I think obviously because OCS reserves them, once I stop the campaigns the Inbound calls begin to be routed to the agents normally, otherwise customer will be keep waiting.
Is there any option or configuration I can do? I guess that the answer is no, seems obvious to me but will like to confirm.

Thanks!

[bandorka]

Hi,

Try the "progressive_blending_reserved_agents" in OCS

bg,
bandorka

[René]

Hi Cav,

I'm definitely not an outbound expert but it should be possible. There are some configuration options like the one mentioned by bandorka plus I think it's necessary to assign inbound queue as Origination DN. That way OCS is able to find out there are some inbound calls waiting for the "outbound" agents.

R.

[Fra]

Cav,

Bandorka and Rene' are right.
Just a note: perhaps it's not your case, but Genesys suggest not to share the same DN across different agent groups. Apparently the outbound pacing algorithm has not been designed to handle this scenario. Nobody in Genesys has ever explained to me the idea behind this weird logic - in every call centre I saw, the relation between an origination DN and agent group is 1-to-many, and never 1-to-1 (e.g. a call placed in a virtual queue/routing point may potentially hit several agent groups).

Fra

[ecki]

Hey cav,

I am also not the outbound expert but have you tried this option?
[i]inbound-agent-assignment-min-num
Defines the minimum amount of agents to perform inbound call activities. It is
used when determining agent reassignment.
When the value is set to 0, there are no restrictions for the minimum amount of
agents performing inbound call activities. Agents are assigned to inbound call
activities even when the lowest priority Campaign Groups are understaffed.[/i]

e.

[cavagnaro]

Thanks guys for the inputs, the problem with the blending option is that it reserves the number I indicate from the whole group, so if I put 3 in a 10 agent group it will randomly separate 3 agents for Inbound, but I can't select which ones. In my scenario I want a specific agent to receive such calls.

I'll try the Origination DN option, that sounds like a possible positive modification.
About the last option ecki, I was not aware of that one, will try, read and do some tests.

Thanks a lot guys will come back to put my feedback.