We have a 5.1 outbound unit and have had to move from a 5.1 Meridian Link Tserver to 6.1 Symposium Link Tserver. All our routing is done by Symposium.
The issue we have is that the business require to be able to move agents quickly and seamlessly between campaigns, of which there are several.
Currently, answered outbound calls are routed to a CDN, which uses Symposium to deliver the call to an agent with an appropriate skillset (we use the same name for the CDN/ACDDN/skillset/place group/campaign eg. Outbound1, Outbound2 etc).
We have set Campaign Manager to look for ready agents in the respective place group to start dialing (under Meridian Link it would look at ready agents for the respective ACDDN) and this works fine when all is static.
The problem is that we are unable to move an agent from one campaign to another as Genesys doesn't take cognisance of this. When you are running with a few agents, this can mean an solitary agent doesn't initiate dialing in its new place group
ie. Campaigns A and B are both running.
Agent X is in the place group that corresponds to campaign A, which dials away happily.
If agent X is moved to place group B, campaign A continues to dial, campaign B doesn't dial at all.
As we generally run with 1520 or less agents over several campaigns, such movement causes the dialing to be skewed and we suffer from under and overdialing.
At the moment, agents are physically logging out of a phone and PC and moving to another desk to move beween campaigns. This is timeconsuming and disruptive and will soon be complicated by extra lists and outbound calling during the day.
Does anyone know of a way of being able to move an agent and their place from place group to place group without having to restart Campaign Manager/Tserver?
Your help would be greatly appreciated. Thanks