CC6 - Interrupt Agent call with message ?

[9belowzero]

Does anyone know if it possible to interrupt an agent call after a pre-defined time with a message ?

The scenario is that on a premium rate number we would like to interupt the support call with a message telling the caller that they have been on the call for 30 mins (so they realise how much they are spending).

Thanks in advance.

 

[captaingadget]

I'm afraid not. Once the call has been answered by an agent the script terminates and takes no further part. The best that can be done is if you have some application that starts a timer on the agents screen, it will be up to the agent to manually inform the caller.

 

[9belowzero]

I thought as much :-(

Thanks

 

[mte0910]

If I remember correctly, ADD can be setup to "pop" to the front of the screen on thresholds. Maybe that is only a RTD, but either one may help by pushing the report in front of all other applications on the agents desktop and alerting the agent to the time they have been on the call.

 

[dj4020]

YES ADD will give agents a indication on thresholds you can even color code the thresholds as well.