ACD caller display options 1

[fonejack]

Hi all,
Received the email below from my call center manager on how calls are presented. Any suggestions? Running
MXE 3300 4.1. Phones are all ss4025 Thanks

I need some ideas as to how we could handle identifying calls coming in from a certain queue. This would be infrequent but high value callers so I need to do something special to alert the CSR to the call. Currently the queue only appears on their phone for a moment before it switches to caller id which will not be adequate.



What options do we have for how caller id appears on phones? Could we cycle back and forth from caller id to queue? Could we change how caller id behaves when the call comes from a particular queue?
Can we have a different ring tone if a call comes from a certain queue?

 

[Supernova99]

you need to set the After Answer Display Time to 0 in the Class of service option of the ACD users set so that it always displayed or a suitable timer between 0 and 60 secs

Share what you know - Learn what you don't

 

[LoopyLou]

Also you can't change ring tones based on queue. If you used the soft phone for the agents there might be something there you can do.


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