Avaya - Call queuing in the cloud 2

[jimbo1007]

Does anyone know of a provider than can offer call queuing in the cloud which works well with Avaya? Or any other 3rd party solutions which could work well in a doctors surgery.

P.s I have used Zeacom for a few months and wasn't impressed.

Thanks in advance,

 

[amriddle01]

Wouldn't more lines/channels be a better solution?

 

[mattKnight]

Any quality NGN provider should be able to queue calls for you.

there isn't a great deal of integration to it, so they are pretty PABX agnostic.

Andy, Lines and channels don't help is yo haven't got bums on seats to answer calls... with this being a doctor's surgery, I bet this is to handle the peak when everyone calls up for a appointment (so 8 to 8.15 every day).



Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[Gunnaro]

If you put the queuing externally, you would lose every queue indicators.
(SoftConsole, Group button, Xima, etc)

As Andrew said, get more lines.

My rule of thumb for medical installs (general physicians):
3 lines per doctor + 1 per receptionist


Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[jimbo1007]

Thanks for the feedback guys, unfortunately the surgery feel that inbound calls may be as high as 15 simultaneous calls in the morning and they currently only have 6 lines. They don't want to pay for the additional 9 lines

 

[amriddle01]

From having dealt with such things in the past, their "patients" will prefer hearing busy tone (costs them nothing) and retrying until they eventually get answered, not hearing a queue message over and over and paying for the privilege of not getting answered any faster than they were before...I promise

 

[Gunnaro]

If the customer has VMPro, you could do something like this:

Reduce the HG queue size to max 4 or 5 calls, make a transfer-action in the Leave module for that HG, sending the callers to a "callback" module.

Auto-collect the callerID and read back the numbers to verify, make a menu choices to confirm or manually enter the number to be called back on.

Send the info in an email to the receptionist. They'll call back when the situation has calmed down.

This way, you peal off the excess calls quite fast, about 20-30 sec per call.

If you have a DB license, you can even prevent multiple callback requests (in case the same patient calls again 2 minutes later).

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[jamie77]

I hate busy tone, and get it alot at our docs. Would pay to queue!!!!

I've just put a docs in with Xima where the docs take triage calls in the morning. Patients will wait for anything up to 30 mins to get answered, quite often 10 in the queue.

Every surgery is different I suppose.

Jamie Green

[bold]A[/bold]vaya [bold]R[/bold]egistered [bold]S[/bold]pecialist [bold]E[/bold]ngineer

 

[Gunnaro]

No, Jamie, I believe surgery are all the same....

They:
- understaff on the phones
- don't really want to talk to patients
- think that a new phone system will eliminate the queue problem
- have weird and arrogant time schedules
- take a ton of time to train

But patients has been welcoming the callback and SMS service here.
No need to sit there and be unproductive waiting for your doctor to pick up the phone.
Let them call you back when they're good and ready.

Anything above 90 sec waiting time is outrageous, in my opinion.

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam

 

[TomMills]

Not had the pleasure of installing too many surgeries, and based on my experience I'm glad. Star for Gunnar, that list was my EXACT experience.

http://www.twitter.com/tem1985

APSS/ACIS/ACSS-SME
not arrogant, just succinct.

 

[Gunnaro]

Guess what I'm doing after lunch today....

Kind regards

Gunnar
______________________________________
Mille viae ducunt homines per saecula Romam