Customer needs system to act like two extra people.

[animasola]

I have a customer that runs a business supply company.They have four customer service reps that answer all incoming calls. Problem is ,these reps can be taking orders for 15 minutes at a time.This requires them to put customers on hold.They wish to never put anyone on hold.I need a way for these reps to handle and distribute incoming calls, as well as know customer info for all calls they have.Also,will call log record hold times? I'm planning on an upgrade so I can do swca on there sets as well as call queing. They do not want auto attendant. Short of telling them to hire a receptionist.What can I do?

 

[bwtc]

Sounds like the best solution is a (basic) call center... this will allow supervisors (or anyone) to keep tabs on how many calls are currently waiting to be answered.

The call reporting that works with the call center will detail how long each agent spends on calls, too. This will either help to justify to management to hire more staff... or that their existing staff isn't as busy as they claim...

 

[animasola]

Does Nortel offer a call center solution? If not , any recommendations?

 

[bwtc]

Yes, Nortel offers call-center solutions.

The "basic" call center sounds like what you are looking for. It can support 2 "skill sets" and 10 agents.

It is available on the CallPilot 150.

There are other solutions, but as mentioned, it sounds like this could be just what you're looking for.