A single queue light for multiple hunt groups

[cmcdan1523]

Does anyone know of a way to provide a single queue light for multiple splits. We have agents who only log in when they know the waiting call is for a specific group. If we could provide a single light with no designation, then they couldn't choose which calls to accept.

Thanks.

 

[switchmonkey]

Are you refering to a button light on a phone or a strobe type light set up on a hunt group?

 

[Subtech]

Use the check skill line in your vector. Send me an email at bob.e.riker@wellsfargo.com with your fax number and I will send you a copy of a vector with the check skill in it.

 

[cmcdan1523]

This would be a button light on the phone.

 

[SF0751]

A similar question came up a while back in thread690-644143.

Marcell55 came up with the following suggestion:
"If you really need a total, I once created a fake queue, and then in each vector, before I queued to the regular queue, I would queue to the fake queue. No calls got answered from the fake queue, but I used that queue to create the vustats buttons to show how many calls were waiting total."

I think that Marcell's suggestion would work in your situtation, as well.

Susan
[sup]Don't part with your illusions. When they are gone you may still exist, but you have ceased to live. - Mark Twain[/sup]

 

[switchmonkey]

everyone seems to have some pretty good ways to help you with your problem. We have EAS and I would suggest instead of being reactive you be proactive. With EAS you can set these people up as reserve agents. They will appear in a busy state till your threshold is met and then they will start receiving calls. This is a great way to help get calls answered during busy times. We have also used "fake skills" as a way to easily report.

 

[marcell55]

Actually, you have to have Advocate to use Reserve Agents. It's basically EAS, but with some extra functions...and, of course, it costs more. Most people don't have the Advocate functionality. You can find out by typing, "disp sys cust".

 

[avayaman]

I think you need advocate to use reserve agents.

Paul Beddows
Avaya Implementation
Telus
Vancouver, Canada
E-mail via

http://www.vancouver.hm/email.html

 

[avayaman]

Oops, marcell & I must have been typing the same response at the same time. We both have too much time on our hands.

Paul Beddows
Avaya Implementation
Telus
Vancouver, Canada
E-mail via

http://www.vancouver.hm/email.html

 

[marcell55]

Yeah, I think you're right. Time for me to head home for the day!