BCM5 Skilleset Agent do not get Call waiting indication

[minicompbx]

Hello,

We have BCM5 with 2 skillset with around 4-5 agents per skillset.

Issue : on the skillset, the agents did not get any indication when someone is waiting on the line. For example, someone call and the agent is serving someone at the counter so phone rings and after 4 rings it put the agent line to not-available and goes to call waiting line.

But, the agents will not know if they have a call waiting or not. They do not have any audio indication that there is a call waiting on the line. For now they IpView to see they a call on hold or not.

Please advice, any suggestions are welcome.

Thank you

Learning is not enough, you have to apply it...

 

[snowman50]

What software version is the bcm50.

The newer versions have an audible tone you can set up if the agent is put on not ready state

 

[cook1082]

Program a button for the Que.
Feature 909

Display Waiting Calls
Skillset Status
≤ ·‚·
• view real-time status information about skillsets. You can see how busy your call
center is so that you can adjust skillset staffing
• view whether a skillset is enabled or disabled
• view the number of agents logged on to the skillset
• view the number of calls waiting
• view the longest wait time of a call
To provide easy, one-button access to the this feature, program a memory button
that has an indicator with ≤ ·‚·.
Refer to “Programming a memory button with a Feature Code” on page 34.

 

[minicompbx]

By doing some research, I did exactly what you told me @snowman50 : I set up per agent setting that notify the user that their phone is on mode not-available. (ring tone per 1 min) and I also set up the setting the n

And @cook1082, I was looking the option you told.. but as we have 2 skillset for two department : I do not want that one department be available to see the other department skillset. Because, when I activate that option, the agent can see both all skillset.

We have 2002p2 phone and I do not see any

indicator with ≤ ·‚·.

Thank you

Learning is not enough, you have to apply it...

 

[minicompbx]

And can I use only one intercom instead of two intercom on IP2002 phone so I can add one more feature.

Thank you.

Learning is not enough, you have to apply it...

 

[minicompbx]

Did some research but unable to find to remove one intercom for IP2002 ... so I can put one more feature
Thank's

Learning is not enough, you have to apply it...

 

[DBrewsky]

If they have Login buttons, you can program the alert (within each skillset) timer. I generally use 5 seconds. If someone is waiting in queue, the login button will flash for them. No need to use F909.

--DB

 

[GordonKapesMZ4]

What kind of tone is broadcast? Page tone? Ring Tone? or Buzz?

"Keep the Peace, Use RLS"

http://www.joetheucxguy.com

 

[minicompbx]

@GordonKapesMZ4 it is a ring tone ..like when your are putting someone on hold

@DBrewsky I already did that (I programmed both alert for 10 sec and other one 30 sec)and it is working very well.. but I was looking more for audio notify and I think the audible tone when an agent is not available is the best solutions so far..

Thank you all for your help.

Have great day



Learning is not enough, you have to apply it...