I am trying to set up the basic call centre on a call pilot 100 for the first time and have a few questions I was needing help on.
1. Is there any way to broadcast a call to all active agents or just the least busy or preferred
2. If there is no way to broadcast, is there a way to make the caller move from one agent to the other relatively quickly like after two rings. Just don't want a call to remain ringing at a phone if an agent forgets to log out. Would that maybe be transfer callback setting in MICS
3. If the caller is in the que, can they press something to get into the AA. Customer wants them to get the CC to answer but give them an option to exit the que to dial by name, address info etc. Or is setting up the AA and give them prompt to speak with someone and route to CC the only way.
3. I assume I can set some sort of overflow to a hunt group after a certain amount of time, but what happens if the call still remains unanswered. Does it go into the skillset mailbox?
4. Lastly, when I tried setting up the skillset for a B1 channel, it kept saying something like already in use. It worked for the B2 channel. I want to use the B1 channel so do I use a DN that is not in use and put the MWI on another phone?
Any replies are greatly appreciated and if there are any other tips or info I need, please let me know. Thanks.
Scott
1. Is there any way to broadcast a call to all active agents or just the least busy or preferred
2. If there is no way to broadcast, is there a way to make the caller move from one agent to the other relatively quickly like after two rings. Just don't want a call to remain ringing at a phone if an agent forgets to log out. Would that maybe be transfer callback setting in MICS
3. If the caller is in the que, can they press something to get into the AA. Customer wants them to get the CC to answer but give them an option to exit the que to dial by name, address info etc. Or is setting up the AA and give them prompt to speak with someone and route to CC the only way.
3. I assume I can set some sort of overflow to a hunt group after a certain amount of time, but what happens if the call still remains unanswered. Does it go into the skillset mailbox?
4. Lastly, when I tried setting up the skillset for a B1 channel, it kept saying something like already in use. It worked for the B2 channel. I want to use the B1 channel so do I use a DN that is not in use and put the MWI on another phone?
Any replies are greatly appreciated and if there are any other tips or info I need, please let me know. Thanks.
Scott
