09-27-2009 05:55 AM - edited 03-15-2019 07:53 PM
Dears,
Actually I'm getting strange issue, we have a mixed system which include outbound for employees and call centre at the same time
Sometimes when the employee trying to make external call and during dialing the number the employee get the call centre customer
The client is using analog lines, so I have a doubt that during the employee trying to access line, call is receiving, so there is no time to process by the system so the employee get this call receivd
Any suggestion?
Regards,
Mohamed
09-30-2009 06:57 PM
Hi Mohamed,
What is the type of call center you are using ?
If UCCX, so you can make wrap-time for the agents
If hunting.., you can create a second line on the phone and easily the employee can neglect the 1st ringing line untill making his call
wish this be helpful
10-01-2009 01:50 AM
Hi Hytham,
Thanks so much for your work around solution, actually for the time being and till customer move to E1s I dedicated some of analog lines to outbound and rest to call centre
But my question is this issue of analog line in case of mixed analog lines because the system before it sense the incoming call give the employee access to this line and this cause of this issue
Is this the glare issue of analog line?
Thanks again,
Have a nice day,
Regards,
Mohamed
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