Michael Sampson wrote .. > Say I have agents using a softphone like eyebeam that has 6 lines. > They > log in to the queue. Say there are 3 agents in my queue. 3 calls come > in > and all three agents are on a call. Now a fourth call comes in. Is it > possible to have it setup so that the 4 call rings on line 2 of one > of > my agents, if they don't get it within the time limit it rings on > line 2 > of another agent and so on. An agent can then put their current call > on > hold and go to the new call, say something like "thanks for calling > please hold", then go back to their first call, finish it up and then > go > back to the second call.
Michael, I don't think you want to do this in a Contact Centre environment. Remember that once the agent has answered the call you have now locked the caller to that agent. If another agent becomes available first, they will no longer get the call. The free agent will sit idle (or get the next call in queue which is NOT the caller who was answered). The caller who was answered on line "x" by the other agent must wait in perpetuity for the agent to become available, yet their TALK TIME clock is running as the call WAS ANSWERED and ASSIGNED to the agent. You are better to play announcements during the queue wait time to say whatever you want communicated to the people in queue. This way they maintain their position in queue, the availability to be assigned to any available agent that becomes available and their call stats work out. The call stats are really important as this is how you are going to measure you agents. Even if you can separate the hold/talk times, your stats for the agents will become meaningless and hurt your Work Force Management (WFM) programs and seriously impair you ability to manage/measure your people. dbc. _______________________________________________ --Bandwidth and Colocation provided by Easynews.com -- asterisk-users mailing list To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
