Round Robin UNAVAILABILITY triggers the “Not Ready” status, which falsely sets in motion the Round Robin. What is the Round Robin? The Round Robin: Firstly, the AVAYA System uses Automatic CALL Distribution. This function allows the caller to select the line most relevant to their transaction. • • • •
Line 2: Quotations Line 3: Claims Line 4: Balances/Credit Queries Line 5: Policy Infor/General Queries
Be Aware that if you missed a call and the “Not Ready” Status is triggered, your phone will remain in that status until you manually disable by selecting “Ready,” again!!!!!!!!
On selection, the call will go to an available Call Centre Representative. If all representatives are on their lines, the first Representatives to become available again will take the next call; this is Round Robin. A falsely triggered Round Robin occurs when the call is not answered by the Representative for no explainable reason and activates the Not Ready status. This leads to calls bouncing between the other representatives, who are also on their lines answering various transactions. The unanswered call is known as a drop call; which results in low service levels.
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