pop-up or whisper or something - any ideas? 1

[leithdavyb]

Hello

We have CC6 and are looking for a way of giving some notification to our agents that a call has come in on a certain CDN.

We have also decided that the text on the 3905 screen will not be sufficiently eyecatching for this.

Can anyone recommend a visual or audio soloution and give some idea of cost(in the UK; not likely, I realise). We don't need the soloution to convey any other info than that the call has arrived on this one CDN, so even an altered sidetone beep would do.

 

[mte0910]

Check out the Agent Greeting Card. While this is not the intended solution, we have used it to do what you are talking about. Cost all depends on your relationship with your vendor.

 

[Johnthephoneguy]

There are alot of free applications that will send a pop up box over your network to a PC. Google netsend or lantalk, see if those would work for you.

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[leithdavyb]

Thank you both.

mte0910, does the Agent Greeting Card give any signal to the agent as to what they are about to receive? That is to say, could it tell the agent that they were about to recive a call from Skillset/CDN A, B or C?

And if so, what sort of incoming call properties is it sensitive to.

 

[Milesprower]

The Agent Greeting Card plays the agent greeting (Thank you for calling xyz company, this is Joe, How can I help you?), in the agent's own voice. It is a two way voice path - the agent and the caller hear the greeting.

If you configure the greeting correctly the agent should be audibly alerted to the type of call. You still have the same problem as before: the agent must pay attention or they will not "hear" the call type indicator in the greeting, but it seems to work a little better than having them look at the phoneset display.

I'm pretty sure you can choose the greeting based on CDN/skillset but you should read the Nortel documentation to verify.

 

[mte0910]

Agent Greeting Card (AGC) is part of the Contact Center Suite. As such it is Skillset aware. In fact, you actually program your skillsets into the AGC. The agent records a default greeting and can then record greetings based on each skillset assigned. Using this method, you can give the agent notification of what skillset they are being presented with based on the greeting they hear. Milesprower is correct in that both the agent and the customer can hear what is said, but we have adapted this to work for us. Our customers seem to like it as well because the agents name is clearer versus when they are saying their greeting for the 700th time that day.

 

[Utreg]

Install the free ADD (Agent Desktop Display, can be found on the CC6 install DVD) on the agent PC's.
Configure ADD 'Server Configuration Parameters' on CCMA so Calls Wait are visible and adjust threshold level to blink and beep (once or continuously) when level is reached. A soundcard is needed to hear the beep but blinking of a 'always on top' ADD also can do the trick.