One of our two VVB servers failed which caused a portion of our calls to be sent to a Release Call node in ICM scripts. I have been tasked with finding the number of released calls, but each call made multiple routing attempts before the call was released, causing each call to have multiple distinct router call key combos. How would I go about finding the actual number of call attempts? I tried using distinct ANI, but since callers likely called in multiple times, this isn't perfectly accurate.
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Cross-posted from Routing: A portion of our agents currently work a blended environment where the percent of agents working inbound or outbound is dynamically changed based on inbound call volume. However, agents sometimes spend a significant period of time in reserved state before they can take inbound calls again. Is it possible to run a dialer VRU campaign where connected calls enter the VRU and are then sent as high priority calls to a queue node? This could potentially treat each outbound call like an inbound call and minimize time agents spend in reserved state. Are there any technical limitations or considerations that would discourage us from implementing this? Is there a predictive dialing method for VRU campaigns such that we would reduce the number of dials in periods of high inbound volume?
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A portion of our agents currently work a blended environment where the percent of agents working inbound or outbound is dynamically changed based on inbound call volume. However, agents sometimes spend a significant period of time in reserved state before they can take inbound calls again. Is it possible to run a dialer VRU campaign where connected calls enter the VRU and are then sent as high priority calls to a queue node? This could potentially treat each outbound call like an inbound call and minimize time agents spend in reserved state. Are there any technical limitations or considerations that would discourage us from implementing this? Is there a predictive dialing method for VRU campaigns such that we would reduce the number of dials in periods of high inbound volume?
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