Call Center

[RYLSFAN]

I have a quick call center question.

I want one of the steps in my skill set to ring an aux bell and not lose it place in queue.

Right now i have a step that sends the call to the ext of the bell and set the fwd no answer on the bell back the CDN. This works, however the call is marked as abanded and loses it place in queue.

THOUGHTS?!?

TIA

Thats not my fastball, thats my hurry up and get by you pitch... Satchel Paige

 

[pmcilnay]

just a thought- what about setting allow redirect on the DN?

 

[gberger]

The only way a call will retain it's priority is if it's transferred(distributed) to an agent set and the agent does not take the call. You could have a set with "aux ringer" set but this will work only for one call, then the set will become "unavailable" or logged off and it won't work on the second call. I doubt there's a way to achieve this..

 

[option11newby]

Have done something similar in the past whereby we set the skillset to ring a bell (connected to ATA) once a call had met the criteria, then all the agents would know a call was still queueing.

The company I worked for insisted on this so he could run round the office if the bell rang to see if all agents were on calls or not.

NCSS, NCDS, NCTS

 

[gleduc]

If you have enough skillset, fwd no answer of your ext to a 2nd skillset and prog the overflow after 1 sec to change call priority to 1. Agent will have to log in the both skillset.

gl