No Agent No Answer/NANQUE
- Coreen Stalnaker
No Agent, No Answer (NANA Batman) is a tool that can be use to avoid answering calls to reduce costs from vendors that bill upon answering whether an User receives the call from the dialer or not. This is especially helpful for vendors that complain when calls are dropped by the dialer.
PROS of No Agent No Answer:
If a User isn't available to take the call in the time frame given, the call is not answered at all by the system and can optionally be rerouted by a third party call distribution platform.
If your vendor charges for calls based on if they are answered, you shouldn't get billed for the call that is never answered.
CONS of No Agent No Answer:
Calls not answered due to BATMAN are not logged in the call logs; instead they are found in the Queue Logs
Vendors might complain about calls not being answered or getting busy tones if they are not aware of what BATMAN is.
No Agent No Answer
Changes are made in the DID section, which can be accessed by clicking on the number at Vendor Sources or TLDialer - DIDs.
No Agent No Answer ( NANA / BATMAN )
No BATMAN - DID will have a phone Icon
BATMAN - Ingroup - DID will have a Batman Icon
BATMAN - State Routing - There are no visual queues that BATMAN is enabled on a State Routed DID
No Agent No Answer for Ingroups
Ingroup No Agent No Answer allows a call to ring instead of answering it. It can reject the call with a Busy signal, allowing inbound vendors to reroute calls easily and help clients avoid paying for calls when they have no Users ready. No Agent No Answer checks for Users available at intervals and keeps ringing for the configured max seconds.
From TLDialer DIDs or Leads -> Vendor Sources select the DID that No Agent No Answer will be attached to.
Modify the necessary Custom fields.
Ingroup No Agent No Answer Setup
Route: Extension
Extension: TLDBATMAN
Custom One: Max Rings in Seconds [ integer ]
How long until the call times out. (the caller has waited long enough, now do something with it)
Typically set to 10 sec, though you should verify with the client
Custom Two: Check Interval in Seconds [ integer ]
Tells TLD how often to check to see if an User is available in seconds
Typically set to 1 second since that is about the time it takes for a call to route to an User
Custom Three: Fallback [ HANGUP | BUSY ]
This is what will happen when the call times out
Typically want to use Busy since it is a clear indicator of what is happening with the call, where as Hang-up can be interpreted many different ways
Custom Four: Show in Queue [ 0 | 1 ]
0 = the calls will not show up in live Users. Data can only be found in the Queue Logs
1 = the calls will show up in live Users with a Ring indicator on the right side
When setting Custom Four to 1, Show in Queue, it will appear on the Live Agents screen. This will indicate there is a call waiting and will have the Status “Ring”
Custom Five: left Blank
No Agent No Answer for State Routing
State Routing route a call to a state ingroup using a combination of the lead’s State, Zip Code, or Area Code based on the Custom One value on the DID also known as the State Route Prefix. Users' state routes can be modified and managed directly via ingroup or the state route editing panel. State Routes can also be synchronized via User Licenses.
No Agent No Answer for State Routing (SRI)
From TLDialer DIDs or Leads - Vendor Source select the DID that No Agent No Answer will be attached to.
Modify the necessary Custom fields.
State Route No Agent No Answer Setup
Route: Extension
Extension: TLDSRVDCL
Custom One: Enter the State Route Prefix [ EX:SRI_ ].
Defaults to "SRI_". The state that the call is being routed to will be updated to reflect the state the call is coming from (id. SRI_FL)
Custom Two: Fallback Ingroup [ INGROUPID | HANGUP | BUSY ]
If set to Hang Up or Busy and no User is found that has the necessary State Route Ingroup the dialer will hang-up or play a busy signal
If set to Ingroup, the call will be routed to the Ingroup configured on the DID.
Custom Three: Max Rings in Seconds [ integer ]
How long until the call times out. (the caller has waited long enough, now do something with it)
Typically set to 10 sec, though you should verify with the client
Custom Four: Check Interval in Seconds [ integer ]
Tells TLD how often to check to see if an User is available in seconds
Typically set to 3 seconds since that is about the time it takes for a call to route to an User
Custom Five: Show in Queue [ 0 | 1 ]
0 = the calls will not show up in live agents. Data can only be found in the Queue Logs
1 = the calls will show up in live agents with a Ring indicator on the right side
When setting Custom Five to 1 (Show in Queue) it will appear on the Live Agents screen. This will indicate there is a call waiting and will have the Status “Ring”
Queue Log
This will keep track of all the different calls that come in via BATMAN or State Routing. The last 3 columns are important. When a call is not answered or connected to an agent they will only appear in the Queue log, not the Call Log
Response = Busy or Available
This is what actually happened to the call
Status = Drop, Timeout, or Xfer
Drop - the call was abandoned meaning the customer hung up
Timeout - the customer waited the entire duration and had to give the busy signal
Xfer - transferred to its intended destination ingroup.
NANQUE (No Agent No Queue)
This is configured on the ingroup itself in the NANQUE section.
With this method, the call is answered by the system, and if an agent is not available to take the call it will go to the determined NANQUE action (Voicemail, Ingroup, DID, Message and Extension)
"What does the system consider to be 'available to take a call?'"
If an Agent is in the READY or CLOSER status and the ingroup receiving the call is in their Live Agents’ Closer Campaigns column, they are considered available to take a call.
There are three NANQUE settings you could use.
N - Go ahead and queue it up
Y - Is nobody logged in? Then action
NO_PAUSED - Is nobody logged In OR is everyone paused? Then action
NO_READY - Is nobody logged in OR Is nobody READY/CLOSER? Then action
PROS of NANQUE
Can redirect the call in a different variety of ways
Calls that are rejected because of NANQUE show up in the call logs
CONS of NANQUE
The Call is answered by the system so it's more difficult to redirect like BATMAN.
Vendors will likely bill you for this call if the Drop Seconds of the destination ingroup is higher than the qualification time and/or the vendor bills you upon answer in general.