Call in queue and current call

[saira78]

Received this message from our senior management:

The issue is when a CSR is on the phone and a call comes in, it is put in the queue. The CSR cannot put the current caller on hold to speak to the caller in queue. We would like to know how to do this so we can take a message from the queue caller and bounce back to the current caller.

Can anyone point me in the right direction?

Thanks,
Saira

 

[lopes1211]

The feature you are looking for is "multiple call handling". It is an optional software right-to-use. It can be setup as forced, on-request, or none. For on-request, allows you program a button on the agent phone to take a second call when needed. -CL

 

[jgideon]

Not sure if it would work on a Definity, but our 'workaround' for this on a Legend is to 'park' the 'first' queue call, which allows the 2nd to ring.

 

[kschut]

Do you really think that this actually helps ALL your callers? This means that your agents will have to explain to the second callers that they are not going to help them now, so these callers are not happy. In the mean time, the first caller is on hold, so he/she is not happy. Are you absolutely sure that this is really what you want? Have you thought about how the message of the second caller is logged, and when it is processed? By Who? How will you control that?

You are creating some sort of Callback mechanism, using a system which probably does not really communicate with the ACD-system...

 

[cdh0722]

saira78:

Myself and colleagues use Multiple Call hanlding and works well, but I do agree with kschut. Depending upon the volume of calls and the state of your callers, I would tread carefully when utilizing this as an option.

 

[NewbieCarol]

I agree with KSCHUT. If i'm the caller already on the phone with a CSR and they put me on hold to take a second call, i'm going to get irritated. If i'm the caller that has to leave a message with someone in the hopes that i will receive a callback, i'm going to be irritated by that as well.

 

[jgideon]

We usually use it when the 'first' caller is another staff member or non-customr entity. I agree--the whole point of a queueing system is to allow the agent to give the caller their full attention.

 

[saira78]

I personally do not like the idea, but management wants to know if this is possible.

Is it possible to park the call and answer the call in queue on a Definity Audix r11?