Basics about park and requeue of calls

There are two mechanisms used when an agent parks, places a call in queue or associates two calls with each other. Both methods has in common that the call is transferred to be queued in an IVR.

The Drop method is used for IVR calls routed via an IVR of type IVR VCC or IVR Gateway , i.e. calls handled by CallGuide Service Node. The call is ended at the agent side and the IVR picks up the call automatically for further processing. This mechanism requires no special configuration in CallGuide Admin. See Place contacts in queue.
The Transfer method is used in all other cases, i.e. all non-IVR calls, such as callback calls or external calls, and IVR calls routed via an IVR of type IVR Enterprise. The call is transferred to the IVR via dedicated phone numbers for further processing. This mechanism requires configurations in CallGuide Admin. All described below.

To be able to park and place calls in queue with the Transfer method, your site need the licence Agent – Park and queue calls.

Below you find a description of the specific terms, followed by the configurations necessary, for the Transfer method.

IVR groups for the Transfer method

IVR groups are only required when the Transfer method is to be used. An IVR group groups IVRs and switches according to their physical location. This is used for optimizing in which IVR a call should be parked or placed in queue with respect to the shortest route strategy. An extension location has to be a part of an IVR group in order to utilize the Transfer method.

If the CallGuide solution is equipped with several switches, IVR calls parked or placed in queue should be queued in an IVR placed under the switch where the call came in order to not overload the net capacity between the different switches. CallGuide does not always know through which switch a call came in but always keeps track of through which IVR an IVR call came in. By creating an IVR group per switch, where you associate one or more IVRs and extension locations to each other, parking and placing IVR calls in queue will always be done towards the IVR group, and thereby the same switch the call came in through originally. For parking other call types with a shortest route strategy, CallGuide selects an IVR from an IVR group that the agent’s extension location belongs to. The numbers used for the transfer to the IVR must be configured per IVR group.

Sites with multiple switches and only one IVR

To handle multiple switches connected to the same IVR (e.g. multiple Touchpoint domains connected to the same CallGuide Service Node Tenant) with support for a shortest route strategy, you can set up IVR groups without associated IVR locations in CallGuide Admin.

Create a new IVR group for each routing strategy (i.e. normally for each switch) in the Locations, switches and access codes window, The IVR groups tab, and tick the Always allow park and place in queue. The numbers for park and place in queue within this IVR group are then used regardless of any IVR locations connected to this IVR group.
Add dedicated phone numbers leading to the IVR for each IVR group in the Numbers for park and place in queue window, found under the Media | Telephony menu.

Numbers for park and place in queue with the Transfer method

So called group numbers are used for park, place in queue as well as for association of calls. Group numbers are only required when the Transfer method is to be used.

The use of dedicated group numbers requires the so-called DNIS numbers are reserved in a PBX or the PSTN, depending on where the IVRs are located. The numbers must not be used for incoming IVR calls but have to be unique. The party responsible for the technical solution must thus make sure that these unique numbers exist and that the CallGuide administrator receives information about which these numbers are.

The group numbers to be used by CallGuide Agent or CallGuide Edge Agent to park or place a call in queue with the Transfer method are configured per IVR group in CallGuide Admin Media | Telephony | Numbers for park and place in queue menu choice. The number of group numbers affects the number of calls that simultaneously can initiate a parking or a re-queuing. As soon as the call is transferred to the IVR the group number is released to enable a new call to be parked or transferred. Also see Numbers for park and place in queue.

Sum-up for park and place in queue

Function in IVR VCC	Required configurations
Incoming IVR calls	None, the Drop method is used - The function neither requires configuration of IVR groups nor group numbers for park and place in queue.
Other calls	Requires configurations for the Transfer method. One (and only one) IVR group must normally be configured. Group numbers for park and place in queue must be configured. Normally the extension locations must be connected to the IVR group and the IVR location must be connected to the IVR group. However, you can set up an IVR group number without associated IVR location, as described under Sites with multiple switches and only one IVR above.

Function in IVR VCC

Required configurations

Incoming IVR calls

None, the Drop method is used - The function neither requires configuration of IVR groups nor group numbers for park and place in queue.

Other calls

Requires configurations for the Transfer method. One (and only one) IVR group must normally be configured. Group numbers for park and place in queue must be configured. Normally the extension locations must be connected to the IVR group and the IVR location must be connected to the IVR group. However, you can set up an IVR group number without associated IVR location, as described under Sites with multiple switches and only one IVR above.

Function in IVR Enterprise	Required configurations
Incoming IVR calls	Requires configurations for the Transfer method. One or more IVR groups must be configured. Group numbers for park and place in queue must be configured.
Other calls	Requires configurations for the Transfer method. One or more IVR groups must be configured. Group numbers for park and place in queue must be configured. The extension locations must be connected to the IVR group.