ACD Queues

[MonkAZ5]

this might sound dumb but would like an answer. Can there be multiple Queue buttons on the phone set. For example, I have 3 queues within the ACd environment. I want all agents in all queues but want to know what queue the call is coming from by having different buttons assigned to each queue. Also can stats be displayed on the digital sets for each queue? Queue name, # of calls in Queue, agents logged in, time of wait, so on.

Have CS1000 (61C)with symposium.

Mike

 

[acewarlock]

Agents can be logged into more than 1 Queue at the time. Only 1 queue button on phone.
calls will show in display what queue the call is from.

 

[dlesap]

Without Symposium, but with Meridian Max, you can use Multiple queue feature. This allows agents to log in up to 5 queues, choose priority, choose supervisor. MMax absolutly neccessary.

 

[MonkAZ5]

Thanks,

So what I am hearing from ACE is that, no individual buttons on phones for queues, just one main ACD button for all queues.

Don't think I can purchase MMax anymore from Nortel.

Mike