When parking ICD calls - park info doesn't display

Unanswered Question
Jun 4th, 2008

Scenarios:

Only one agent ready with multiple calls in queue -- Or, call volume is so high that all ready agents are presented with calls immediately upon ending the previous call.

Problem:

If the agent parks (which ends) an ICD call, and the next call in queue rings immediately to her line, the Call Park details flash on the display briefly (a second or so), not long enough to see the slot number.

In most cases, this is not an issue, because more than one agent is in ready and call volume allows for time between calls to the agents (which allows for the call park info to be displayed).

It seems to happen when only one agent is ready, and the next call in queue rings to her line immediately after parking (ending) the previous call.

Any ideas on how to fix this?

It's really unsettling for the agents to park an important call - and not be able to tell the intended recipient where it's parked.

I have this problem too.
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htarra Tue, 06/10/2008 - 13:41

This problem is observed because the line runs out of virtual lines. A line can have only two virtual lines active at the same time. When a call is on hold or parked, another line is required to transfer or park subsequent calls. Since the line is occupied by the first call, the transfer and park options will not show up.

To avoid this situation, have another internal normal Dialed Number (DN) assigned to one of the lines of the agent's IP phone. Have the agent perform the following steps:

Press Transfer.

Enter the number of your internal line, not the ICD line.

Press Transfer again before it connects.

Answer the ringing line. Press the Line button or answer.

Press Park.

NatDannon Tue, 06/10/2008 - 15:06

Thank you - I appreciate your help, and will pass those steps on to our receptionists.

Do you know if it's possible to place a delay, in the IPCC steps, to prevent the next call in queue from being immediately presented to an agent line that has just become idle? I'm thinking if this can be done, it would allow for the call park info to be displayed.

Jonathan Schulenberg Thu, 06/12/2008 - 04:03

You can also configured Automatic Work to place the agent into a Work state for a few seconds and then return them to a Ready state automatically. This will allow the park information to show on the phone before another call is presented to the line.

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