Forced Calls

[Rich6719]

New to business and using IPCC Express 4.0

Currently agents have to press to accept a call but i would rather the call was forced to available agents.

Is this possible?

Thanks

 

[whykap]

set their agent line to auto answer. I do not recommend that but that's the only way to "force" them to take the call.

 

[Rich6719]

Do later versions support forcing calls to agents?

I have used Symposium and Centrex and both supported this function, i thought forcing a agent to handle a call was standard practice in a efficient call centre, letting agents decide if they want to answer a call seems poor practice.

 

[whykap]

Define "forced". When an agent is available present them with a call and have them answer it or present them the call and answer it for them automatically?
They are both forced the difference is the agent has to hit the answer key on one.

 

[Rich6719]

It's not forced if you have option to answer, that is a call presented with option to answer!

A forced call by definition is a call preceded by a notification in the ear of the agent by tone or whisper that the agent has no option of rejecting. Hence FORCED.

Can someone with common sense answer this please

Regards

 

[whykap]

I gave you the answer on how to do it on my very first post.
Didn't like that one?

 

[Rich6719]

Again not best practice from a ACD

Seems Cisco missed the point when building there application. I know of no other vendor that doesn't offer a true forced call. You leave it to humans and you will get lazy answering and longer wait times!

Oh to be free to get rid of this ACD and get one that does the job.