Hi,
for one client we have, we will probably need to use hotdesking to satisfy theirs needs, let me explain the context :
in a small office (5 users), all calls are handled by one standard with always one agent. But sometimes, its one agent, sometimes another one depending on the organization.
They are non-computer friendly, we need something simple and changes should be made on the phone only (by pressing buttons).
We think the best way to do it is to put all 5 phones in hotdesking, and use a special extension for the standard phone wich handle almost all the calls. And create others extensions for others agets ofc.
This way, the agent who is in charge of the standard, log in as standard extension on his phone. Then log out when he is not in charge of standard anymore.
It allow standard extension to be configured differently (call routing) and to switch standard extension between agent whe needed.
Seems good, but with not computer friendly users, details are painful...
For log in, they need to enter *77*"ext number"* + PIN, and doing that everyday is to much for them...
The solution we think about is to use a dummy extension (lets call it "idle ext"), with somes BLFs with DTMF input *77*"ext number"* to allow every agents to log in with just a button.
We tested this and it works but we are facing 2 issues with this :
- first, we didnt find a way to put pin number in DTMF, agent need to press that button and then enter pin number. If we enter *77*"ext number"*"pin"#, it doesnt work.
- second, when agent is logged in, the first BLF on the phone is always "log out". I understand its an auto BLF to allow log out easy, but its painful because we don't want agents to log out completely but we would like they use log in to this "idle ext" wich have BLFs wich allow every agents to log in without entering *77*...
That's why I request your opinon and support for :
- is there another way of doing wich can be more simple ? (remember we are facing non-computer-friendly agent)
- how to entrer pin number in dtmf shortcut after *77*"ext"* ?
- how to remove "log out" BLF on a hotdesk extension logged in ? (template of hot desking modif ? where ?)
regards,
for one client we have, we will probably need to use hotdesking to satisfy theirs needs, let me explain the context :
in a small office (5 users), all calls are handled by one standard with always one agent. But sometimes, its one agent, sometimes another one depending on the organization.
They are non-computer friendly, we need something simple and changes should be made on the phone only (by pressing buttons).
We think the best way to do it is to put all 5 phones in hotdesking, and use a special extension for the standard phone wich handle almost all the calls. And create others extensions for others agets ofc.
This way, the agent who is in charge of the standard, log in as standard extension on his phone. Then log out when he is not in charge of standard anymore.
It allow standard extension to be configured differently (call routing) and to switch standard extension between agent whe needed.
Seems good, but with not computer friendly users, details are painful...
For log in, they need to enter *77*"ext number"* + PIN, and doing that everyday is to much for them...
The solution we think about is to use a dummy extension (lets call it "idle ext"), with somes BLFs with DTMF input *77*"ext number"* to allow every agents to log in with just a button.
We tested this and it works but we are facing 2 issues with this :
- first, we didnt find a way to put pin number in DTMF, agent need to press that button and then enter pin number. If we enter *77*"ext number"*"pin"#, it doesnt work.
- second, when agent is logged in, the first BLF on the phone is always "log out". I understand its an auto BLF to allow log out easy, but its painful because we don't want agents to log out completely but we would like they use log in to this "idle ext" wich have BLFs wich allow every agents to log in without entering *77*...
That's why I request your opinon and support for :
- is there another way of doing wich can be more simple ? (remember we are facing non-computer-friendly agent)
- how to entrer pin number in dtmf shortcut after *77*"ext"* ?
- how to remove "log out" BLF on a hotdesk extension logged in ? (template of hot desking modif ? where ?)
regards,
Sry I didn't explained that in the context part but the user who handle the standard is used to answer many calls (3-4) at the same time wich is not possible in a queue... They are used to this and don't want to change this. + another reason explained bellow wich restrict ring group too.
