I'm new in call centers, so my questions should sound stupid. My client needs not typical call center. Agents are employers SOMETIMES answering calls, because they have other jobs (they have no time for pressing buttons when they leave working place). Are there possibilities to implement call center, where call goes to one agent, then cover to another on no answer, to third and to voice mailbox? Agent shouldn't use buttons aux-work, after-work. Supervisor should see agents' statistics, how many calls where answered, how many were missed. Is it possible to implement such center? Would BCMS statistics be normal, or look messy? Employers could use separate softphones. Does One-X Agent fit for that? Or one-x Communicator would be enough?
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Call center question
- Thread starter auskar85
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HuppiFluppi
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Hi auskar85... as far as I know a coverage path on an agent loginID only works if the agent is called directly.
You could create a hunt-group with "ucd-mia" setting. MIA = Most Idle Agent. Additionally you can add a coverage path to the hunt group where you configure what to do if the call rings with no answer. The hunt group members will be your agent station extensions.
In the coverage path you can add the hunt group again as the first memeber (e.g. your hunt group has the number (not extension!) 10 then you add "h10" as the first coverage step). The second coverage point will be the voicemail hunt-group.
I don't know much about BCMS, so I can't answer you if it is possible to monitor this hunt group.
You could create a hunt-group with "ucd-mia" setting. MIA = Most Idle Agent. Additionally you can add a coverage path to the hunt group where you configure what to do if the call rings with no answer. The hunt group members will be your agent station extensions.
In the coverage path you can add the hunt group again as the first memeber (e.g. your hunt group has the number (not extension!) 10 then you add "h10" as the first coverage step). The second coverage point will be the voicemail hunt-group.
I don't know much about BCMS, so I can't answer you if it is possible to monitor this hunt group.
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