Adding Make Busy Reason Codes

When a voice agent places themselves in Make Busy, they become unavailable for ACD calls. Agents enter Make Busy Reason Codes to indicate why they are placing themselves in Make Busy and not answering interactions.

Voice agents can place themselves in Make Busy using:
  • Their phone sets or Contact Center Client or Ignite
Make Busy Reason Code capacities:
  • <= 12 Make Busy Reason Codes can be configured via the telephone system
  • > 12 Make Busy Reason Codes can be configured via Contact Center in YourSite Explorer
    Note:

    If the first twelve Make Busy Reason Codes do not align between YourSite Explorer and the telephone system, delete and re-enter them to ensure they align.

Conditions:
  • MiVoice Business supports single digit Make Busy Reason Codes but has the capacity to configure a total of 12 codes using the digits 0-9 and the characters * and #.
    • The digit 0 has a fixed name (0 Make Busy) that cannot be changed. Naming is programmable for the single digits from 1 – 9 and for * and #
  • When programming the first 12 Make Busy Reason Codes in MiContact Center Business, ensure they align with the single digit reason codes on the telephone system, as described above.
  • MiContact Center Business enables you to configure double digit Make Busy Reason Codes. Double digit Make Busy Reason Codes can be any combination of numbers provided the first digit is not a 0.
  • Make Busy Reason Codes >12 are configured in YourSite Explorer and are visible to all MiContact Center Business client users and included in MiContact Center Business reports.

In order for agents to place themselves in Make Busy using their phone sets, the Make Busy with Reason option must be enabled on the telephone system.

Limitations:
  • Make Busy Reason Codes programmed on MiVoice Business are not synchronized with MiContact Center Business and must be added manually if you want to report on them and view their use in real time.
  • Make Busy Reason Codes configured in YourSite Explorer are not written back to MiVoice Business.

Default Make Busy Reason Codes:

FourTwo Make Busy Reason Codes are configured by default with MiContact Center Business and cannot be deleted from YourSite Explorer:
  • The -1 Make Busy Reason Code (System Make Busy Code) is allocated by the Enterprise Server when calls or multimedia interactions are requeued.
  • The -2 Make Busy Reason Code (Resize Timer) is allocated when Hot Desking Agents are in a Non ACD call or are off hook. This Code applies to voice only.
  • The -3 Make Busy Reason Code (Contact Center Work Timer) is allocated when agents are in Work Timer. This Code is specifically allocated for configurations that use Queue Work Timer instead of the default Class of Service Work Timer.
    Note:

    The -3 Make Busy Reason Code is no longer used in Version 8.1+. However, the Code remains in the system in order to summarize Version 6.x data in reporting.

  • The -4 Make Busy Reason Code (Overloaded) is allocated when agents reach their Workload maximum for a media type. For more information on Workload, see "Managing employee Workload".
    Note:

    The default Make Busy Reason Codes listed above do not impact the alignment of the first twelve reason codes used on the telephone system and the first twelve reason codes manually entered in YourSite Explorer.

To add a Make Busy Reason Code
  1. Click YourSite > Make Busy Reasons.
  2. Click Add.
  3. Type a Name and Reporting number for the Make Busy Reason Code.

    Single digit reporting numbers can use any digit between 1-9. Make Busy Reason Code 0 is reserved for telephone systemgateway Make Busy. Double digit reporting numbers can use any combination of numbers provided the first digit is not a 0.

  4. Click Save.
Parent topic: Configuring devices manually
↑