I know you guys have been here, done this....
A CSR is part of a queued circular group. As you know, if you put a queue call on hold, it kicks the next queue call to that user's next appearance instead of keeping them in the queue!
Personally, I think that if the user is on a group call, the next group call shouldn't ring on their phone if the first is just on hold, but you know Avaya....
So I click on Busy On Hold. But now they don't get ANY calls on their next appearance. Queued or Direct Dialed! That pretty much makes the other appearances useless.
I tried getting elaborate by making a phantom covering extension, putting a forward on busy on the CSR's phone to forward calls to the phantom and then putting a User appearance for the phantom user on the CSR's phone. That way they'll at least get a "User" light if a call is forwarded to that phone and they can then pick up the call if they see the light blinking... But guess what! User appearances don't work in IP Office if there's no physical phone attached! So unless I leave a phone plugged in that nobody uses, that doesn't work.
Any ideas?
Dispensing quality rants and mishaps since 1999:
A CSR is part of a queued circular group. As you know, if you put a queue call on hold, it kicks the next queue call to that user's next appearance instead of keeping them in the queue!
Personally, I think that if the user is on a group call, the next group call shouldn't ring on their phone if the first is just on hold, but you know Avaya....
So I click on Busy On Hold. But now they don't get ANY calls on their next appearance. Queued or Direct Dialed! That pretty much makes the other appearances useless.
I tried getting elaborate by making a phantom covering extension, putting a forward on busy on the CSR's phone to forward calls to the phantom and then putting a User appearance for the phantom user on the CSR's phone. That way they'll at least get a "User" light if a call is forwarded to that phone and they can then pick up the call if they see the light blinking... But guess what! User appearances don't work in IP Office if there's no physical phone attached!
So unless I leave a phone plugged in that nobody uses, that doesn't work. Any ideas?
Dispensing quality rants and mishaps since 1999:
