How do you handle abandoned queue calls?

[Ori Klein]

Background:
4 departments => 4 queues, 4 agents each department. Queues set to ring all.
They have desk IP phones. They do not like the desktop/mobile applications, they do not wish to work with them, this is an immutable factor.
At current the system admin has to mail out notifications they receive about abandoned/unanswered calls to agents so that they can get handled.

Problem:
From my understanding other than the desktop client there is way to view abandoned calls from queues.
I would like to hear whatever experienced members have in mind regarding potential solution so that agents be made aware of abandoned call.
I do not care to scrap the whole system and build from scratch ring groups or whatever call-flow architecture to replace the existing.
I'm looking for creative solutions, whether complex, convoluted, reach-around the whole world and back, I just need a way to get this done.

 

[VoIPTools]

If you could design the precise solution you need, how would you like abandoned calls to be handled?

We have various wallboards that note abandoned calls, and/or we could send emails, SMS text messages, desktop popups, paging phone calls, etc. Tell us what you want.

 

[edossantos_sipcaller]

Hello @Ori Klein,

At SIP Caller we're working on a solution for that, which will work as follows:
1) You receive inbound calls routed to a queue.
2) Some calls are handled by your agents, and some calls are dropped by the callers after waiting for some time.
3) We will detect these abandoned calls, and automatically add them to a SIP Caller campaign.
4) SIP Caller will continue monitoring the queue, and when there are agents available, it will call those numbers and send them to the queue. SIP Caller will also manage retries, so if the customer doesn't pick up or the call goes to a voicemail, it can be automatically retried later.

Please note that this functionality is not available yet, but we expect to have it ready by January.

Let me know if this is something you would be willing to try, we can coordinate to show this in action once it's ready.

Best.

 

[NicholasP_3CX]

I'm looking for creative solutions, whether complex, convoluted, reach-around the whole world and back, I just need a way to get this done.

Use the 3CX Web Client to acknowledge and make the calls to the abandoned callers.

Time Taken: 6 seconds.
Time Saved: Priceless.

Think of the environment, why go around the world and have a complex convoluted design, when you can just call them straight away.

As the agents already have a computer (assuming this because they are receiving emails) they can just use the web client. They can have it connected to the phone so they dont need a headset. Just imagine it like a remote control for the phone.

 

[Alphabetic]

I guess that depends on your business...

Here's my handling, since you asked..

*looks at abandoned call*, "eh they'll call again if its important", *moves on with life*