How to get live queue status for users in a call centre? 1

[Wallysworld]

Hi Guys;

BCM 450 rls 6, latest patches.

The customer apparently has an issue with users putting their phones on "make busy" and then an incoming caller is put in the queue for an excessive amount of time.
So, rather than have the users do their jobs properly, the supervisor would like the phone system to cover up for the users ineptitude.
The supervisor would like a button to light up or something to pop up on their computer screen to say that there is a call in the queue.
Feature 909 does not seem adequate as the users have to press it to see who is in the queue (unless it's not functioning properly in my situation).

Any suggestions, and as always, thanks for your responses.

 

[Firebird Scrambler]

The quickest and simplest way I know would be to see if you can install the IP Soft view wallboard on the Agent computers. You can set in what ACD call features want. I'm assuming that you would already be using the Contact Centre package?.

All the best

Firebird Scrambler
Meridian 1 / Succession and BCM / Norstar Programmer in the UK

http://www.linkedin.com/in/davidbromley

If it's working, then leave it alone!.

 

[Wallysworld]

That's perfect.
Exactly what I was looking for. They are already using RCC for reports, I haven't used that program a lot and wasn't aware of the ipview softboard.
I've been reading the install manuals and guides but cannot seem to make it work!
I believe the settings are all correct (if you say the ip address is the computer you want to monitor from and not the bcm).
Is there some trick to get it to start working? Stop and start the service or something similar... reboot the phone system?

thanks again.

 

[snowman50]

you need the Machine Name of each computer.
Enter that in the Wallboard assignment section.
Select softboard
Amend the wallboard display settings

then install the client IPview wallboard software on each PC
enter the IP address of the RCC computer

After a short while the call info down loads.

Possible firewall blocking ports

 

[Wallysworld]

Hi Guys;
I have done this on a couple different computers now and cannot seem to make this function. The steps snowman layed out were pretty straightforward and I've done them, however, I cannot make the ipview on the remote desktop change from its orginal IH settings and no information is coming through to the ipview.
Firewalls are all shut off. Is there anything else to try, this call centre would really like this function working.

Thanks.