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On occasion, our call center gets hammered and the queue wait times get a bit excessive. In addition to adding more agents, my boss has asked me to investigate options to reduce caller frustration. He mentioned his bank has a feature that allows the caller to get out of the queue, and get a call...

We want a way to track the current calls in several queues, and the agents logged into it. We don't really need fancy reports, or even historical data... just a way to monitor current activity. I am not sure if CCV by itself does what we need, or even if it's still available. We have 3 sites...

By default, the outbound CLI is the DDI on the incoming call route for an extension. Our's is the last 4 of the DID), and we'd like to add that for outbound caller id. I know that "E" is used for the extension, so is there a code for the CLI? For example: Dial3K1 NS212555E <- Adds the extension...

I've just switched companies and now am in charge of selecting a replacement phone system. The company I came from is using an IP Office 406v2 (120 users, 2 offices). It sufficed, but there were always some residual issues. Reading these forums has shown me that they were mostly known Avaya...