Logged in with DN call question

[nortelinsd]

Scenario: Agent is logged in. They are on an outbound DN call. They hang-up and they want more time to do what ever before being presented an in-bound ACD call.
Remember they are logged in. Can this be done?

The Supervisors would like to cut down on the not ready time. Is there something in Symposium that will allow that?




Duke BB!
Go Blue Devils!

 

[mikeyb123]

Yes

Look in the Call presentation classes.

This will give various timers that can be altered - like a class of service

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[nortelinsd]

Thanks Mike.

Duke BB!
Go Blue Devils!

 

[nortelinsd]

Forgot to ask,

Will the Call Presentation Class work when an agent is on a non-ACD call?

I thought that the Call Presentation was for Nortel Neworks Symposium Call Center Server call?

Duke BB!
Go Blue Devils!