In setting up an ACD System you need an IVR or auto-attendant to get your callers into the queues to be distributed to your agents. However there are a few common pitfalls you can mistakenly get into when doing so.
- Endless loops. A lot of solutions have a built in option to protect a single menu. This is usually done with a max repeat and then a default option. This works for that specific menu but you still need to be concerned an overall loop is not put in place. For example if two menus default options point at each other they can just loop forever without input. I’ve seen a few cases where someone’s phone isn’t properly hung up or the discon from the telco is lost keeping the channel open. The issue is that with a loop a channel of the trunk is busy until that call is cleared. The best way to avoid this is an overall counter to protected against overall loops. This has to be balanced so a normal caller is not affected but users who mistakenly or purposely use up resources can be cleaned in timely manner. Solve this by visually looking at the IVR and all options and put a counter to stop this. It will save on resources by freeing trunks not being used by real clients.
- No pause in logic. I’ve seen a loop configured where it checks if agents are logged in and ready to take a call to a given queue and if not then check another and looping until one if found. This is very much related to the first item if the loop is the dialplan is checking time of day or agents in a queue and not pausing. A pause can be as simple as an audio playback. Without that or a wait, for input or just a delay, the channel will loop and do the checks in the dialplan as fast as the server will allow eating up CPU time and raising the load. If a few callers get into this type of looping it can affect performance of the system which may adversely affect real clients. This example is flawed in other ways as properly configured queues, priority, skills, and time of day rules should avoid the need for this type of check in most cases — but I did see this one configured and almost put into production.
- Inconsistent sounding recordings. This is not going to cause any performance issues but can affect client’s perception and confidence in your business. If the prompts are inconsistent in volume or cut/merged from many small files it will not always sound natural and can be distracting. Solve this by using a professional, for asterisk systems you can hire Allison Smith to record extra prompts or company names needed. If recording your own prompts ensure they are all recorded in a similar manner and normalize the volume if needed.
All of these can be easily avoided with the Q-Suite platform with it’s advanced dialplan builder and audio file management interfaces. Also highly recommended is testing your IVR configuration from time to time to ensure it still fits your needs and functions as expected.
