Calls Waiting in Queue on CDNs

[croesler]

I'd like to be able for each CSR to have a display button on the phone to flash when calls are in queue for an application/CDN/skillset. We can see it when calls are waiting in an ACD-DN, but that only works when Symposium goes down.

 

[BkMesser]

You can install the grtd software on the client machines. This gives the agents a wallboard on their pc

 

[Milesprower]

The call waiting lamp is disabled when SCCS controls the set (when SCCS is up and the set is acquired). This is how the system is designed.

Nortel's answer is to use Agent Desktop Display (ADD), a small status window that can be put on the Agent's PC screen.