Notify Users of Call Source

[bazhand]

Hi,

Looking for a method to notify agents of particular calls, e.g.

Majority of calls come from Queue A, answered as normal,
Small number of calls from Queue B, answered with different greeting by agent.

Because Queue B calls are infrequent, force of habit has agents answered with the Queue A greeting.

Is there a method of playing a beep or something to let agents know its a call from Queue B.

On the phone and in phone manager, it does display the Queue B hunt group name to distinguish the call, but this is not enough.

Any Ideas?

 

[bazhand]

Anyone ?

 

[5thmsstech]

There is a point where customer requests become unreasonable.
There is an art to letting the customer know that although the system can do alot it cant do their job for them.
They have to reach down to answer the phone they cant glance at the display? That kind of stuff drives me nuts.

 

[mforrence]

What if you set up queue B to queue callers and let agents pick call out of queue via flashing "group" button? Have system make quick page to group in order to let agents know there is a call waiting. It's not quite as speedy for callers - but will certainly distinguish between the two call types.
Mike

 

[kflounders]

How about a wisper from VMPro?

 

[JeSTeROCK]

Use phone manager pro and the directory to play different wav files and text scripts in the incoming DDI number or group number.

I have one customer that plays a sound file saying "This is a company x phone call