Announce the waiting calls in queue
Posted: Thu May 21, 2009 4:11 amHi All,
Is this possible? Agents are logged in to some IN_GROUP. The group is setup for oldest_call_finished as a handling method for Next Agent Call. When some customer calls the call gets to the queue. My question is can the system play ringing(for a time according to the settings for hold time) to the agent that has to get the call while that agent is waiting for the next inbound call and is still paused? Can he/she be unpaused temporarily and hear the played ringing(then paused again) so that he/she is made aware that a customer is waiting on the queue?
I'm asking for this because sometimes the agents do other stuff - writing mails, reading manuals, etc. and they don't put their headsets on the heads all the time. This can lead to missed calls which is not a good thing.
I'd be very happy if this is possible.
Is this possible? Agents are logged in to some IN_GROUP. The group is setup for oldest_call_finished as a handling method for Next Agent Call. When some customer calls the call gets to the queue. My question is can the system play ringing(for a time according to the settings for hold time) to the agent that has to get the call while that agent is waiting for the next inbound call and is still paused? Can he/she be unpaused temporarily and hear the played ringing(then paused again) so that he/she is made aware that a customer is waiting on the queue?
I'm asking for this because sometimes the agents do other stuff - writing mails, reading manuals, etc. and they don't put their headsets on the heads all the time. This can lead to missed calls which is not a good thing.
I'd be very happy if this is possible.