STARTING A CALL CENTER

[SwitchWitch]

Hello All....

Currently have about 25 Agents setup in an ACD queue.
Recently made a few agents supervisors and added an OBV key.

Do you know if there's a way to see which agent is on a call? In other words, I have to press OBV and about 25 agent numbers. If I use a 2616 phone, is there a way to scroll through and see who's busy.

Eventially we will be adding symposium, but right now, my company's taking baby steps and using what we have.

any suggestions?

 

[johnpoole]

symposium will give you that in a gui interface, with about a million color charts, but with standard acd, you'll need to use odv button, if your comfortable with prcomm scripts you can build a script that will doa stat on each agent on demand, and saves that to a txt file.. might work as a stop gap until you get a symposium server..if your using procomm and need help getting started with scripts, let me know

john poole
bellsouth business
columbia,sc

 

[SwitchWitch]

Symposium will not probably be deployed until Summer, 2005.

In the meantime, can you help get me started w/ a procommm script.

My agent numbers are 2526 on (4-0-4-4) or
1113 (52-0-1-6-11).


Any help is truly appreciated!

 

[Nortellian]

add a add on module or two to the phone and these keys.

key xx AGT yyyy
ACD Agent status key
Where: yyyy = agent’s ID. The agent ID number can
be up to 4 digits, up to 7 digits with Directory Number
Expansion (DNXP) package 150. Must have CLS =
SPV.

 

[SwitchWitch]

EXCELLENT ADVISE FROM BOTH OF YOU... THANKS!

 

[SwitchWitch]

Correction!

Excellent Advice