BCM 400 - notification setting for incoming call

[Docken82]

Hello,

We have a BCM 400 and our receptionist wants to know if there is a way to enable some type of notification that another call is coming in. The scenario is that she's on the phone with a customer but has no idea that another customer has just called in and is waiting. In our old phone system the receptionist used to hear a beep. Is there any way to enable a notification like that or something similar?

 

[tech1979]

Sounds like you have a call center, does she login to receive calls?

If thats the case then there are a couple of things you can do. The cheapest way is to set up primary and/or secondary alerts withing the skillsets properties. If you set up the primary for lets say 20 seconds then the receptionist will see her login indicator flashing slowly. If you set the secondary alert to lets say 1 minute, the indicator will flash faster. This amount of time shows the user how long someone is waiting in queue.

The other way is if you had the Call center reporting program. She can have a window up on her PC showing calls waiting.

 

[Docken82]

She does log into the system to receive calls.

In the Lines Administration area of the CallPilot Manager, there are about 20 lines that are set as "Auto-Attendant". I don't see any place to change the alert time.

 

[tech1979]

Sorry, I should have been more clear, click "Contact Center" then under that click "skillset list" then depending on how many skillsets there are, click the properties next to the one she answers calls for.

 

[Docken82]

We didn't have a primary or secondary alert in the properties. This worked perfectly, thank you very much.