Call Center Audible Queueing

[btrain08]

If an agent is on the phone and a 2nd call comes in the queue light lights up, but doesn't make any sounds. Is there a way to get audible alerting?

 

[wellco9530]

If there is I would love to know about it...as I have a customer that would like to have this feature also....console's will do it but agents won't...at least not that I have found anywhere. Like you said you can have a queue call light but that's about it.

 

[nohuhu]

btrain08, wellco9530,

Check Active Station Ringing setting in Station screen.



Regards, Alex.
My Avaya blog:

http://avaya.dwalin.ru

 

[btrain08]

That just changes the way your phone rings.. not audible queue alerting.

 

[nohuhu]

btrain08,

I'm not sure what you called a queue light then. Vustats button? If so then no, there is no standard way to provide audible alerting for that. I assume agent is supposed to handle the call, not be distracted by new calls arriving in queue. There's no guarantee an agent will get that particular call, so why he/she should be notified of it?
Or are you talking about Direct Agent calling? Please clarify.


Regards, Alex.
My Avaya blog:

http://avaya.dwalin.ru

 

[btrain08]

Agent on a phone call, a second phone call comes in and the queue light illuminates.. I want, along with the illumination an audible sound.

Digital reception consoles have an audible sound when they have a call waiting and I want the call center to behave the same way.

 

[europe]

you can't only thing you can do is asign a analoge port on the hunt group form.
that port will apply ringing to a analoge bell
It will ring when it passes the threshold

Queue Limit: unlimited
Calls Warning Threshold: 2 Port: xxxxxx
Time Warning Threshold: 30 Port: xxxxxx

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe