Call Parking

[motivit.admin]

Hi Everyone,

We are receiving multiple calls for one of our queues and to accommodate all the callers, we are parking the calls. However, our agents are having issue as they can't easily identify which call they parked due to volume of calls. Also, other agents picked up the call (which was already handled by other agents where he gets the information needed) and ask the same question which already did by the first agent who handled the call. Is there a way to easily determine which call parked by ext 1, ext 2, ext 3 and so on?

Regards,

 

[VoIPTools]

You are going to have to explain the logic of how pulling someone off the queue only to put them in park makes any sense. It makes no sense to me. The whole point of a queue is to give callers an orderly place to wait for an available agent. It even provides updates regarding where they are in the line. How is putting people on park better?

 

[motivit.admin]

We need to accommodate all the call waiting and park it to avoid being abandoned. Also, we have to talk to all the callers and prioritize who should we assist first as we are supporting health care account. That's why I'm asking if agents can easily identify who are the callers they park so they can pick it up again.

 

[VoIPTools]

If I understand your position correctly, you feel extending the maximum hold time to a longer period causes callers to hang up. but answering the call and putting them on park "feels" different to the caller and they are willing to wait longer? Interesting.

How many people does an agent typically put on hold? You could assign separate ranges of park locations to each agent and then they only need to keep track of a couple. You could program their park locations as BLFs on their phone. Then the light would turn on if someone is already in the park location. If you need more park locations on your 3CX server, you can configure the PBX to have more locations than the default.