Call Center (Call Pilot 150) - Notification of missed call?

[DOcean]

This has got me stumped. I'm setting up a CallPilot 150 with Call Center. The receptionist will be the only "agent". As calls come in, I'd like the Call Center to place/keep on hold until receptionist finishes with previous call. That function works fine.

Problem is...receptionist also greets customers entering lobby and cannot always answer calls. After 4 rings, call goes to Call Center and caller is placed on hold, however there is no indicator to receptionist that she "missed" the call. Caller will stay on hold forever! Nothing to indicate caller is waiting.

I've experimented with "overflow" and "skillset" settings to no avail, changing call priorities, etc. in hopes that the call will re-ring her set. Nope.

The only way I've discovered is to have receptionist push "Feat 908" repeatedly...like a chicken pecking at scratch. This is not acceptable. We're not dealing with a patient nor technically minded person here. 55+ receptionist who is used to the old push-button PBX's of yesteryear.

Any ideas?

Many thanks,

D. Ocean
VIP Video & Communications, Inc.
Miami, FLA

 

[luv2ski]

push out the fna thats what controls the autologout then for nite just do a service mode to gd mbox or to auto attendent

ONLY 7 WEEKS TILL SKI SEASON STARTS

 

[DOcean]

push out the fna"

What do you mean by "push out"? CFNA doesn't send the callers to her mailbox, it places them back in the on-hold loop. They're sitting there in the loop and she has no idea they're waiting.

D. Ocean
Miami, FLA

 

[senk1s]

when a logged in agent does not answer a call that is put through, the system logs the agent out.

program a login key and that should serve as an indication ...

or else turn on call log for that set and set it to monitor unanswered calls ...in that way the display says that a call has been missed.

when greeting people can't the receptionist HEAR the phone ringing, and if and when she hears, then she can go and grab the call, instead of pecking like a chicken

 

[DOcean]

"when a logged in agent does not answer a call that is put through, the system logs the agent out."

Only when that feature is selected.

"program a login key and that should serve as an indication ..."

That key doesn't "light up" when it logs you out. It shows briefly on the display, but that eventually reverts back to time/date or info from another call.

"or else turn on call log for that set and set it to monitor unanswered calls ...in that way the display says that a call has been missed."

That might be worth a try.

"when greeting people can't the receptionist HEAR the phone ringing, and if and when she hears, then she can go and grab the call, instead of pecking like a chicken "

If there is someone (customer) talking to her, she can't ignore them. She has to handle the walk-ins first. Then, when she returns her attention to the phones, she's not going to know if there is a call waiting without hitting a button (like a trained chicken!).

They really need a second receptionist, but...it seems everyone of my clients is cheap.

D. Ocean
Miami, FLA

 

[skippy440]

The receptionist set should not have line appearance ( and ringing ) of any lines, especially it the lines ringing are the lines that are being queued. This, like in the older ACD Minuet and Preludes etc, can cause problems.

I've always made it rule that any set that logs in to the as an agent, has no line appearance ( whether ringing or not ).

And if the reception set doesn't have a login and unavailable button, then I would put them on.

How about setting up a second set on the reception desk. One for all the lines to appear on, and the other to use as an agent set, complete with login and unavailable buttons. The reception can also use the unavailable button to prevent a call from ringing her login button when she's not at the desk.

 

[InternetHotelGuy]

DOcean, did you ever find a solution for this?

I am running into the same problem: missed call = call center either auto-logs-out the agent or sets the agent to BUSY, depending on the call center configuration. Neither display anything on the telephone, so my agent(s) does not know he/she is logged out.

The only thing I found that can help a bit is the software wallboard that comes with the CallPilot 150, but I still find that the CallPilot is especially bad at handling anything EXCEPT a full service call center with employees whose only responsibilities are answering the phone...

 

[Bgun]

You need to set an overflow rule so that after so long on hold the call is routed to another extention or to go to the CDN mailbox and when the recp is done check messages and return call. Program F908 to a key with an indicator.
Also, Call Center was not designed for one attendant only.

 

[DOcean]

Haven't resolved the issue as of yet. Trying to find time to invoke some of the suggestions in this post.

D. Ocean
Miami, FLA

 

[Sphoneman]

See if this helps.

thread799-1014227

Steve
tele-dataservices.com