Call Queue enhancements

Discussion in 'Ideas' started by Steven Charbonneau, Jan 16, 2017.

Call Queue enhancements 5 5 6votes
5/5, 6 votes

  1. Steven Charbonneau

    Jan 16, 2017
    Likes Received:
    We're replacing an old Avaya system for a client that runs a call center and are finding some areas in the call queue system where we can't match the functionality of the Avaya system. We'd like to see the following functionality added in a future version:

    1) Advanced Polling strategies (or Sub-Polling strategies) within the Agents list when Prioritized Hunt is chosen as top-level Polling Strategy for the queue. The idea here is that you create a queue with Prioritized Hunt polling. Then, within the agents list you could assign a priority number to each agent, which effectively puts them into sub-groups. Finally, you would be able to specify a sub-polling strategy that defined how calls are distributed between these sub-groups. One way to obfuscate this aside from using priority numbers assigned to each agent would be allow separate Agent "lists" to be created and added individually to the main Agent list.

    Currently, the only way to quasi-accomplish this functionality is by creating multiple Call Queues and using the "Destination if no answer" option to roll the caller between the queues. The problem with this option is that it's not seamless. The please_hold.wav file plays between each transfer and the music stops/restarts, which confuses the caller.

    2) The ability for the caller to escape out of the Call Queue by pressing a specified key and be sent to a voicemail box (or other extension).
    vitaminc and Andrew Korb like this.