"LongestWaiting" mode and call waiting? 4

[shgl2005]

Hi,

I have hunt group set as 'LongestWaiting' mode and i realized that it doesn't handle second call/call waiting the way as 'collective call waiting' mode work,

When all agents are busy or logoff, the second call wont come along/rings with other appearance buttons like b=,c=.. till one of agent is available then it will start to ring at a=

Any idea how to make LongestWaiting mode work as collective call waiting?

 

[Pepp77]

Not designed for it, so No.

| ACSS SME |

 

[shgl2005]

so no LogestWaiting mode Agent currently on call, knowing that someone is waiting for answer?

any other mode will still work with appearance buttons like a=,b= other than 'collective call waiting'?

 

[Pepp77]

Only direct calls to a user and calls to a group with collective call waiting on will "alert" on the extra line appearance keys if the user is on a call (and this is assuming the user has a spare call appearance and reserve last call appearance isnt in the equation).

Sequential, Rotary, Longest Waiting and Collective will not alert a user to a group call if they are already on a call.

| ACSS SME |

 

[shgl2005]

waw can't imagine that no body think of this kind of scenario.

After reading around i've found out that the only solution to this is by using/programming a button call 'Group' for each member/agent and specify action for HuntGroup extension, that way whenever a call get queues it will start flashing to all agents ( with no sound ), Problem is now you can't see the number of who's calling, when you press that button it will immediately answer the call

 

[derfloh]

I can't imagine why you need information about an additional waiting call as long as you talk to the other caller.

 

[janni78]

Why would you want call waiting on a LongestIdle group?

Isn't it better that it goes to the next user than giving call waiting to a busy user, and if all are busy, who should get the call waiting?

"Trying is the first step to failure..." - Homer

 

[janni78]

If you absolutely want this have it overflow to a collective call waiting group if all are busy.

"Trying is the first step to failure..." - Homer

 

[shgl2005]

What a tip janni78! never crossed my mind for overflow, Thank you a lot!
Works like charm now..

for whom wondering why would anyone need something like that, we are small business ( private health company ) and our call center has about 5~10 CCR agents only, it's very critical for us to never loss any calling customer for booking purpose, without knowing customers who are waiting is frustrating for our call center agents

Thank you all again,
much appreaceated

 

[derfloh]

I understand what you want to say about the need but I prefer other options like queueing with announcements and if wanted menu options to leave message or ask for call back via mail.

Don't forget to think about the caller you are currently talking to. Quit the call with him and tell him the next one is waiting will not like to be cut off. Makes him think he is not that important.

 

[Westi]

put a group button for that group on the users phone then he/she can see (button flashes) if there are calls in queue but to get to them is a different ballgame because you want usually the busy on held turned on for call centre people so that they can put someone on hold without being bothered with another call.
To pickup the agent then could just press the group button and has the next call in line but then there are 2 on hold if a third one rings, not the reason for queues. let them be in queue and listen to decent music and not annoy them every 20 seconds with the "your call is really important to us...." because if it would be really important you would have more agents answering.

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[derfloh]

And/or give some other users to join the group during peak times.