Calls on hold

[johnnydeesp1]

My customer is a busy Dr office. The have a norstar MICS with Call Pilot. They may have 10 people on hold at one time. Patients are complaining or staying on hold with one call and calling again from a different phone, thus tying up another of Dr. lines. They want a to be able to see who has been on hold the longest and get back to them. They didn't like when I told them to hire more staff. An ACD set up won't work in this office. Any suggestions?

 

[curlycord]

Yeah....ACD
Funny that clients do not want what is actually required to cure their disease.
Here's an idea, lets get more lines to handle the volume.... and then not handle the volume lol

Now called Call Center
I keep forgetting if it includes one skillset and a couple agents and if so if its just the 150 or both, others will know.

Why will it not work in that office?

What about Call Park? they will bounce back after the set timer.






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[johnnydeesp1]

They want to be able to answer quickly to make contact with the patients but they don't have the staff to stay on the call and complete it. I mentioned to them how call centers work and they agreed that it wasn't feasible. I thought about call park. How would it be different than the call hold timer? They would really like a visual on a pc screen to be able to pluck the oldest call on hold and service them. They have about four people answering incoming calls at any given time. I told them that there are new systems out there that would accomplish what they are looking for. He wasn't opposed to having one system in the office that would just handle patients and the existing system for everything else. I'm really not sure whats out there now in the new products arena. I'm winding down my "hobby job" I only service the few customers that keep calling me. Nothing new.

 

[telcodog]

Emetrotel UCX250!

 

[curlycord]

Cal Park timer bounce back to the person whom parked it based on the set timer in programming.
If the average call is 2 minutes then set it for 120 seconds.

When on hold you forget who's who, there is no hold timer but rather a reminder tone.

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[johnnydeesp1]

I guess I'll try the call park. I no nothing about this metrotel UCX250. What are the details about it. Couldn't find any kind product description. How would it work with this customer?

 

[telcodog]

Emetrotel UCX systems are direct Nortel replacement systems that re-use BCM50' and 450's. The 250 model is a replacement for the older UCX20 and UCX50 boxes.

Try going to emetrotel.com and have a look around. They've been around in Dallas since about 2006 and are considered the New Nortel.

I install and service them in Canada and they are awesome systems. They can replace Norstars, BCMs and M1/CS1K systems and reuse all Nortel sets, both digital and IP and native SIP sets work on them as well....all at the same time! Awesome!