BT QueueBuster

[Jay2003]

Has anybody integrated the BT QueueBuster product, It allows callers to leave a name and number and hold then drops the call to the caller but keeps on hold in queue. Just need a little more info,

Where does it sit?
What are the problems if any?
etc etc

Thanks
Jay

 

[pdulfo]

Th BT QueueBuster is actually a product by Netcall. Two flavours, one is a server housed in house, the other offsite.

The offsite works by; when a caller eneters your system that cannot be handled, you transfer to an external number. QB then takes name and number details, caller then hangs up. QB then calls back into your system. When the QB call gets answered by an angent, QB then calls back to the original caller and puts them through to the agent. Nice solution for Call Centers with long wait times.

Did have a Symposium script for this. Could probably re-write again if you need it.


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PDulfo aka pdiddy

 

[Jay2003]

We are looking at the onsite solution, The white paper says that it will keep the internal call open as to not abandon the call, Then when the agent is available it rings the customer back, Not too sure.

Also do you know if this sits between the D-Mark / Nortel or if it is a bolt on to the nortel.

Thanks

Jason

 

[Jay2003]

Hey Pdulfo,

If you could and send it to an alias that would be great, I have just received a quote for a 30 buster and I think SCCS would be a more viable way to go.

(jenkinson_35@msn.com)

Thanks in advance

 

[pdulfo]

Jay2003 I did not use symposium to replace QB, I used it in conjunction.

If there was a way withing Symposium to drop a call but keep the session it would be ideal. I have thought about trying to use voicemail to take details and then somehow use remote notification to requeue the call.




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PDulfo aka pdiddy

 

[Scummings]

We're using it here as a bolt on to Symposium. Good system but does make reporting a bit convoluted as one call can be requeued up to three times. The scripting can be a bit tricky depending on what you're trying to do with it

 

[mikeyb123]

Morning,

We've been asked to look at this now. Any good? Jay, are you using it if so can we come down and take a look ?

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[Jay2003]

We didn't bother as it was way expensive, Looking at £115K for 30 channels.

You can however write code in symposium "I got told" that can do this. I'll send you the nortel guy's email address.

Jay

 

[mikeyb123]

hmm that's interresting. please send it on.

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[iptuser]

We are using Remote Notification on Symposium to solve a similar issue. A user is offered the opportunity to leave a voice Mila. Once the message has been left VM calls back via a separate CDN have a high priority to all agents- CDN - "Voice Mail calling" The agent then answers the call and checks the messages

Issue

If the agent ignore the call the VM will retry over a period of time

Agent returns the call back to the Q via Not Ready key

Agent ignores the Call

Users complain that they left a message but no-on got back to them


All these are issue but they are agent related. To over come this you can run reports on Call by Call treatment, Voice Mail Call tracing to check when messages are left in the Voice box etc

wayne