Can we get visibility of calls in a queue? 1

[entdk]

We have a pretty straightforward setup here on the BCM400 with one call queue directed to our receptionist. At times the call queue can reach 6-7 callers resulting in a 15minute wait time. Does anyone know whether it is possible to get some visibility into who is sitting in the call queue (by CLI)? Ideally we would like to prioritise accordingly and bring certain calls from known CLIs to the front of the queue.

Any help/insight gratefully received.

Thanks.

 

[bluemr2]

Hitting Feature 909 will give you instant call stats. It is not real time. If you have the reporting for call center you can put an IP view softboard on a pc that will give you real time stats. Either way you can route based on CLI. You can send them to a second higher priority que or to a certain extension or hunt group.