3300 - How to remove the call on hold notification for ACD agents!

[jockavelli]

Currently if an agent in our call centre places someone on hold after 30secs it redials them, how can this be disabled or increased?

 

[kwbMitel]

The hold recall timer of the trunk usually defines the ringback time. Changing the timer on the trunk will affect the entire system.

I might suggest using a park key instead
- Parking the call uses a different timer
- Group Park keys can allow easy exchange of calls between agents
- Parking the call will free the prime line of the agent and thus allow a new call (if required/desired)


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What's most important is that you realise ... There is no spoon.

 

[Supernova99]

Just a word of caution. If you are using a Call management system e.g. 6100ccm then parking the call may not be the preferred mothod of 'holding' a caller as this will not give accurate statistical reporting of agent activity.

Share what you know - Learn what you don't

 

[jockavelli]

yes we are using ther 6100 ccm, currently we are showing alot of rerouted calls which i have been told may be due to this ringback!

Even if its not it's something i still wish to change.

 

[Supernova99]

I would suggest changing the call hold timer to max 600 (10 mins)

Share what you know - Learn what you don't

 

[jockavelli]

I apologise in advance for asking this!

Where do i change this?
I havent been trained on the system.... yet!

 

[kwbMitel]

First find the Class of service of the trunk.

Trunk Attributes Form (or trunk service assignment on older systems)

Then change the Class of Service timer for Call Hold Recall Timer.

**********************************************
What's most important is that you realise ... There is no spoon.