Call Center Multiple calls on hold

[Bibbyboy]

I have a 500 Processor on 4.2 software being used in a Call Center environment. The Group type for incoming calls is Rotary. When one of the customer service reps puts a caller on hold another call gets presented to them, which is not what we want to happen. I see where there is a busy on hold check box and that I can divert the caller to another destination, however, This call center has about 13 hunt groups for each DID, and I dont see how I can push that call back to the hunt group it came in on.

 

[amriddle01]

As long as they don't have voicemail or a forward on busy number set the call will not get presented to them if you tick Busy on Held the call will target somebody else in the group.

ACS - IP Office Implement

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[tlpeter]

Probably the users do have three call appearances
Remove one at each agent and tick the option "reserve last call appearance" at the telephony tab

This will make sure that the agent can only handle one call at the time but still be able to transfer etc etc etc

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[Bibbyboy]

tlpeter, I like that idea, my only question is will that now push the callers into the Agent's voicemail? Or will it just see that the agent is still busy and remain in the queue.

 

[tlpeter]

If you have VoiceMail on then yes
The call queues untill the no answer timer is reached

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[IPXTech]

Exactly. It would work the same as if you used a DND button. The call will skip past that agent until their first CA button is free. The caller will be queued again once the no answer time is reached.

 

[tlpeter]

For a group it is the voicemail timer

ACS - Implement IP Office
ACA - Implement IP Telephony -- ACA - Design IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!