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  • Setting up a workgroup queue

    For my second post I'd like to ask what the best way to set up a workgroup so that the caller listens to our on-hold music until one of my agents picks up. Currently the caller presses "1" and the agents ring based on longest idle first. Problem is sometimes agents will be away from their desks or forget to logout and the customer ends up hearing 5+ rings before someone answers. What's the fix?

  • #2
    You could change the number of rings on the workgroup. If this doesn't work for you because your agents need that many rings, Director can be modified to allow you to set Rings Per Agent to 5 while No Answer Number Of Rings is set to 1. Then your agent's phone will ring 5 times but the caller wil hear just one before going to queue.

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    • #3
      Originally posted by Palitto Consulting View Post
      You could change the number of rings on the workgroup. If this doesn't work for you because your agents need that many rings, Director can be modified to allow you to set Rings Per Agent to 5 while No Answer Number Of Rings is set to 1. Then your agent's phone will ring 5 times but the caller wil hear just one before going to queue.
      Director pops up an error message stating that "the rings per agent may not be greater than the no answer number of rings"
      Last edited by rellik; 05-06-2009, 11:02 AM.

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      • #4
        This is why I attempted to emphasize that this requires a modification to Director. As in go in and change Director's code to disable this check.

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        • #5
          Originally posted by Palitto Consulting View Post
          This is why I attempted to emphasize that this requires a modification to Director. As in go in and change Director's code to disable this check.
          roger that thanks.

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