Linear Group Call

[Telecomboy]

Is there a way to change the number of rings before a call goes to the next agent? It seems to ring the first agent 6-times and the customer wants to decrease this. I cannot seem to locate where you would change this option. Any insight would be appreciated. Thanks.

 

[bdw01]

In system programming under Cover Delay you can set the number of rings for each extension (assuming they are in a cover group.)

 

[glg01]

I am not aware of any setting in calling groups that would allow more rings before calls go to the next agent. Now from what you have posted...I think you are talking about the auto logout setting on the group (30 seconds). The only way to speed this up is have each agent "log out" as they leave their position so the calls skip them until they are available again to take calls. lg

 

[merlinman]

glgo1 is right. That setting is CAST IN STONE.

The best way to handle it is to explain it from the outset of setting up the group calling feature.

I have little sympathy with those folks who think it's too much trouble to log in and log out.

For over 8 years, doing that got me my paycheck.

When you work in a call center environment, that is your job.

http://home.comcast.net/~merlinman

 

[Telecomboy]

I didn't think it was a programmable setting, but I figured I better make sure before telling the customer.

And I totally agree. It's not a system issue, it's a training issue. If everyone would just log-in/log-out properly then it wouldn't have to ring 6-times at an empty desk before moving on. Thanks merlinman and glgo1.