Looking for wireless phone solution for callcenter agent

[TechCUTelecom]

Hello,

I am looking for a wireless ACD phone solution for the Lead CallCenter Agent. This is want they want:
* A lead callcenter agent can walk around to assist other agents and also can take in-bound calls to the queue at the same time.
Here what I have done:

* I tried the Plantronic CS 50 wireless headset, it won't work for them because the agents have to be at the desk to answer the calls.
* Plantronic CT 12 wireless phone, it does not work with digital port. It only works with analog port.
* I used the CM-16 wireless phone and program as the ACD 2616 phone. This handset does not use the headset therefore user can't login their agent ID. Otherwise, this is a good solution.

If you have a wireless solution for your callcenter agents, please share your solution with me. I appreciate your help.
Thanks

 

[mklein76]

Hmmm, maybe you could use a pocket pc with a softphone on it. I guess you'd need to have voip setup and I'm not sure the if there is a softphone that works on a pocket pc but you might want to investigate.

Matt
Forex Capital Markets
CS 1000E VoIP/Symposium Admin

 

[chippowell]

It's a long standing problem. Wireless plus full ACD capabilities don't really mix. A VoIP softphone solution, as mentioned above, is maybe about the only way you're going to be able to get this to work. Hope you don't have any other work to do!

We face the same issue in my shop, and they've simply had to accept the limitations of the development of this technology to this point. The best I've been able to do so far is provide Plantronics CS-50 headsets, and they know that have to start and end calls from their desks.

Good luck!

 

[StanleySteamer]

Have you tried the CS50 with handset lifter?
Works for agents here.

 

[biglebowski]

I have a cust who does the a similar thing, agents sit at desks and the supervisors are mobile helping out.

Supervisors use:
GN netcom ellipse wireless headsets &
GN1000 handset lifters for their phones

They use siemens optipoints and the handset lifters fit perfectly.

When I was born I was so suprised I didn't talk for 18 months

 

[TechCUTelecom]

Thanks for all your input. Our agents here use the M3905 ACD phones so the handset lifters will not work either.

Thanks again.