ICC unique question setup

[DigitelD]

Have a customer looking at a BCM50 and they want ICC with only 1 agent. They want to be able to play recorded messages at certain periods of time and also to prioritize calls by CLID. The issue that I cannot find an answer to is this: If the agent is on a call and a priority call comes in they want the agent to be able to be alerted and either finish his current call or put the current call on hold and take the second call. Is this possible?

SHK Certified (School of Hard Knocks)
NCSS

 

[senk1s]

I dont know the exact answer ...but this i do

-An agent's phone cannot get a second call -
-ICC can route calls based on callerid (i think 1000 is the limit) to a specific queue
-Create an additional queue/skillset for this spl numbers, and the agent is a member of both skillsets, and whenever there is a call waiting in skillset 2 ... decide what to do with the already active call

The incoming call can alert on a wallboard (physical or software) or flashing LCD

Hope this helps
(And also consider what if they are already on an important call?)

 

[SupportDude]

You can do a lot of call manipulation in the Call Center.
senk1s is spot on with his assessment and has a good workaround.
Here's another idea....
You can route that priority call out of the Call Center, via a routing setp or overflow, and ring a bell or a chime. This allows an audible indication of a priority call. Place the chime in a pickup group so that anybody can grab the call. If the agent is busy.


-SD-

http://www.mysupportguy.net