2nd NS1000 question, again thought initially this was an easy one.
Users have a wrap up button on their phones to give them the power to manually provide enough time after a call to fill out support and query logs.
Once done they manually press the wrap up key to return to the group.
Once they do however they are not automatically presented with a call. A call waiting in the queue - stays in the queue, as soon as a new call arrives at the system this is sent to the newly free agent. The older queued call must wait for an existing agent to finish their call.
Sometimes there can be 15 queued calls, 4 free agents all waiting for the system to send them a call.
Another trigger to resume service is that another group member finishes their call without using 'wrap-up', they then get the 1st call in the queue - and the other calls are then distributed automatically.
They are using a wrap-up BLF key in a manual mode of operation.
Can anyone suggest a way to overcome this delay?
thanks
Users have a wrap up button on their phones to give them the power to manually provide enough time after a call to fill out support and query logs.
Once done they manually press the wrap up key to return to the group.
Once they do however they are not automatically presented with a call. A call waiting in the queue - stays in the queue, as soon as a new call arrives at the system this is sent to the newly free agent. The older queued call must wait for an existing agent to finish their call.
Sometimes there can be 15 queued calls, 4 free agents all waiting for the system to send them a call.
Another trigger to resume service is that another group member finishes their call without using 'wrap-up', they then get the 1st call in the queue - and the other calls are then distributed automatically.
They are using a wrap-up BLF key in a manual mode of operation.
Can anyone suggest a way to overcome this delay?
thanks