q-calls button on main page

[Mark G]

Hi,

Does anyone know if there is a way to add a q-calls feed to an agent's main phone screen so we can see the calls in queue and not have to press the q-calls button? Is this even possible? Thanks!

 

[joe2938]

What type of phone?

 

[Mark G]

9600 Series (9608 and 9641). Thanks!

 

[joe2938]

I was able to program it on button 4, what error do you get?

 

[Mark G]

You can program it but to make it work you have to press the button- right? The call center would like it to always be viewed and updated without agents needing to press any buttons.

 

[AvayaTier3]

hunt-group q-calls and q-time buttons when depressed, update display on phone with number of calls and time in queue
atd-qcalls and atd-qtime for attendant queues are similar in functionality.

You can install analog queue/strobe lights and hang them from the ceiling or on the wall if you only want lights that many people may be able to see and not have to depress voice-terminal buttons.

CMS wallboards are also an option

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

45 years Bell, AT&T, Lucent, Avaya
Tier 3 for 35 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[Stinney]

Check your 46xxsettings.txt file.

There is a setting:

## PHNSCRALL specifies whether separate screens will be displayed for call appearances and features.
## Value Operation
## 0 Separate screens will be displayed for call appearances and features (default)
## 1 A consolidated screen will be displayed that includes call appearances and features

I believe this will allow you to put the q-calls buttons on the front page.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[europe2]

The button will Light up when there is a call in q.

The q-calls button will start blinking if the Calls Warning threshold is met (page 1 on the hunt group)
Th q-time button will start blinking if the Time Warning threshold is met (also page 1 on the hunt group)

 

[Sean655]

No, the button will need to be pressed to see the stats.

You can set up a monitor connected to a pc and run emulation with the "mon bcms sys" command for measured skills or look into software that would do a better job.

I've used N-Focus from netlert before and it does a decent job and I believe the agents can view the stats in a web browser. I know that it might not make logistical sense to have monitors set up for all agents to see but those are some ideas for you.