ACD Queue Name

[12345kevin]

Customer has multiple paths with the same agent groups on them. When the path rings the correct name shows on the set and the agent answers correctly.

Problem : Customer has now switched on "auto answer" the agents are now not looking at the phone and by the time they realise there is a call, the name has gone and CLI is presented.

Any way to permanently display the name or extend the time ?


Thanks
Kevin

 

[kwbMitel]

YES, in the COS of the agent there is a timer for how long the name displays "After Answer Display Time" which is blank by default.

From the Manual:

Enter the length of time (0-60 sec) a call path or hunt group name is displayed on a Mitel display telephone after an ACD 2000 agent answers a call.

A value of 0 causes the path to be displayed for the duration of the call after the agent answers.

For NameTag hunt group, the value applies whether the call is being answered for the first time, as the result of a local transfer or forward, or as the result of a recall or hold retrieve.