Calls "queueing" on a phone's call-appearances?

[num025]

Guys, is there a way for vector controlled calls to get "queued" on an extension's call-appearances?

There is currently a requirement where a group of operator phones should have calls waiting on their call-apperances that are distributed much like a hunt group. However, I believe a call to a hunt group will only get routed to a member station if it has no calls involved regardless on how many free appearances it has. On the other hand, route-to steps will not distribute the calls evenly since it will be followed sequentially on a vector. Any ideas on how to implement this?

 

[pavel242]

Hi,

there must be some way to do this. Our system is able to queue a call even if an agent is busy. Whole solution is based on AIC and direct agent skills. Unfortunately I don't have detailed description of the process.

 

[nickd87]

What you're after is multiple call handling.

 

[DAVIDPAYNE]

The easiest way would be for each agent to have their own unique skill, and you queue the calls to that skill. But thay is sort of defeating the purpose of the ACD. The question, would be how do you know which agent the call should be going to? Normal you have more than one agent? And why are they asking for this feature.

I do not know your environment, and how much knowledge the people have that are asking you to do this. It may very well be that they do not understand what they are asking for.

Sometimes you have to get them to explain what they are really trying to accomplish before you can understand what they really need. (Just my opinion.)

 

[num025]

Thanks, I was also puzzled by their requests. I think what they're trying to accomplish is for the agents to see the calls while they are "queued" as they are basically just operators that transfer incoming calls. I placed the word queued in quotes since in reality the calls are just in wait at the phone's call-appearances, much like in old systems.

 

[pavel242]

If I understand it right, "they" just want to warn agents when call appears in queue?
What about wallboard or queue info on phone display - it should satisfy the request...

 

[DAVIDPAYNE]

If all they want is a way to see that calls are in queue. then I would agree with pavel242, look at ether a wall board system, or just queue lights on the phones. The cheaper solution would be the queue lights, might need to replace the phone with one that has enough buttons, but they don't cost much. 6424D +M