all calls waiting

[Nortelshop]

IS THERE A WAY WHERE AN AGENT CAN PUT A HIS/HER PHONE IN A "ALL CALLS WAITING" THAT HOLDS OFF ALL CALLS UNTIL THE AGENT ENTERS HIS/HER INFO. AND THEN TAKE MORE CALLS AFTER HE/SHE IS DONE ENTERING INFO.? CAN A BUTTON BE PLACED ON THEIR 2216 PHONE FOR THIS ACTIVITY?

I REALIZE YOU HAVE ACTIVITY CODES FOR THIS TYPE OF ACTIVITY, BUT MY ADMINISTRATOR SEEMS TO THINK THAT IT CAN BE DONE ANOTHER WAY. I'M ALL OUT OF ANSWERS FOR HER. HELP PLEASE IF POSSIBLE. I NEED SOME BACKUP ANSWERS MAINLY.

 

[sandyml]

It sounds like you are talking about the "Not Ready" key. That is a standard key on an agent ACD phone (the Incalls, Not Ready, and Make Busy being the basic keys for ACD).

 

[Nahart]

In your "CAll Presentation" script you can program a break after finishing a call. For instance, my agents have 30 seconds after they release a call, before they are presented another call. This allows them to finish any paperwork. You can program any length of time.

 

[Supernn]

It's used the same way as the activity codes, but then after the call has finished.
Within the Break time the agent has to press the NRD key followed by the ACNT key and have to enter a Not Ready Reason Code.
This code can be reported by using the "Not Ready Reason Codes By Agent" report.

 

[Nortelshop]

Just getting a confirmation..Thanks......