Park/Queue Calls

[Westbrook]

Using a bcm400 without call center. know of a way to put calls in a queue?

we could use the park feature but no way to view parked calls very easily and prioritize those calls.

several calls are held for tech support and tie up customer service lines.

Thanks for your suggestions.

 

[snowman50]

use a Hunt group.and set it to queue.
That way the calls will queue until the timer runs out.
You can then tell it to return to the same hunt group or overflow to another hunt group or extn.

you can have the calls start sequentialy,rotary or broadcast.

 

[curlycord]

Well simply put, get the call center app installed to put callers in a queue.
Parked calls time out and bounce back.

If tech support is busy and lines are on hold, parked or in a queue then order more lines.




=----(((((((((()----=
curlycord

http://www.curlycord.com

 

[Westbrook]

thanks, snowman, i will test that configuration.

my other idea after more reading is using SWCA on both tech and customer support phones. so logically tech would answer the next swca appearance in sequence if lit.

i guess the only issue is the timeout since calls will be bounced back?

 

[Westbrook]

curlycord, ordering more lines will not solve the problem since this still leaves customer service to prioritize the held calls.

what disadvantages do i have when using a hunt group since i have 2 techs with their own voicemails?

secondly, when the queue timesout and the call is returned to the same huntgroup will that work as mentioned by snowman?

 

[snowman50]

Hunt groups ignore call forwarding to voicemail.

When a caller is queing they will hear ringing because the caller is not on hold .

If the call is transfered from an operator(receptionist)then you have to allow for the "transfer call back" timer.
normallly a call returns to the person who transfered the call when this timer is up..
You can set it to OFF .