Alpha Tags vs Queues

Alpha Tags in Callmedia (first appearing in 4.2) allow you to assign a name to a DDI, so that users can answer a call with a different salutation, even if they come from the same queue. Historical reports can also report on calls by DDI (and if an Alpha-tag is defined for the DDI, the reports shows the name of the DDI). As a result, there are two ways of defining services into the contact centre:

1. Define a Queue for each DDI

Advantages: Each queue is a unique skill, has its own SLA and Priority. Each Trigger Point is usually unique (but doesn't need to be on ACM), allowing the customer to have different messaging/routing for each DDI. This is the easiest to explain and understand: each number goes into one Trigger Point goes into one Queue.

Disadvantages: Larger sites with many queues become more difficult to manage. There is a system-wide limit of 250 queues on Callmedia systems up to version 4.4. Because this applies to all queues, larger installations - particularly those using ad-hoc tasks and Router queues can find themselves running out (in Callmedia 5.0 we're changing the limit to apply to Managed Queues only, which will make life easier). Each managed queue uses 2 unique VDNs/HCIs/Departments for its basic routing, so maintaining the telephone system configuration becomes more onerous. Also, because each queue is a unique skill, if you have a generic team that answers everything, that’s 250 ticks in 250 boxes.

2. Define a Queue for multiple DDIs (using one Trigger point), and use Alpha-tags to give each DDI a name.

Advantages: The switch routes all DDIs to the same entry point. The advantage is it’s simple to set up, both for Callmedia and the switch engineer, and it's simple to keep track of - so easier to maintain. It reduces the number of managed queues required, which makes it easier to fit inside the limit of 250 queues. Users get to see the alpha-tag in their toolbar when they receive a call, so they can handle the call appropriately. Most of our larger customers use this configuration for some of their DDIs.
Disadvantages: Very little config = little flexibility. You only have one skill for multiple DDIs, you also one have one in queue messaging scenario. All calls are treated the same, regardless of their importance. From Callmedia 4.2, you have DDI reports (and from 4.3, Alpha-tag reporting). On Mitel and Cisco, the caller experience can't be configured for each DDI (you can do this on Avaya CM).

One other thing to bear in mind: Alpha Tags are only visible in historical reports and via Desktops (for the agent). They can't be used in Real-time Statistics or Webview.