Force Call Presentation - what does agent hear 1

[Milesprower]

I have a customer who is experimenting with call forcing call presentation.

First, they had some agents who used handsets. I recommended they all use headsets.

Next, they set the Call Force Delay Timer to 5 seconds. They have no screen-pop or CTI application, so I recommended they set the delay to 0. However, now the cat is out of the bag and they want to know what the agent hears when a call is presented with Force Delay Timer in place.

Do they only hear the zip tone just before the call is connected? Or do they hear a beap at the beginning of the delay that repeats until the call is connected.

I don't have access to a lab right now to test. Can anyone help?

 

[lretrievers]

Nortel recommends that when you use Call Force, the agents use "headsets", the use of handsets is not recommended.

The agent hears a warning beep and then they are live with the caller.

 

[johnpoole]

force with handsets will bite you, callers get cut off, agents/supervisors blame the trunks or you

john poole
bellsouth business
columbia,sc

 

[Milesprower]

John,

You pegged it - This is exactly what is happening. I'm running tests with customer after work today to show how callers can get hung up on and calls can be returned to queue (they have 5 second call force delay as well).

 

[Sympology]

Another thing to be aware of....

Problem
"Customers complain that they get through but can't hear the agent, only background noises"

Answer
Someone has failed to Not Ready / Busy / Log out and people are just connecting to an empty headset (granted they sometimes get this even when an agent is attached).

Stu..


Only the truly stupid believe they know everything.
Stu.. 2004

 

[rfwhite]

StuReeves (MIS) Someone has failed to Not Ready / Busy / Log out and people are just connecting to an empty headset (granted they sometimes get this even when an agent is attached)."

Unfortunately, how true!