I'm trying to figure out a way to alert agents that there are other calls in the queue (whether they're ready or not-ready). I've seen systems that have a separate button on the phone that flashes when there's a call sitting in the queue.
The purpose of this is two fold:
1) if they are on a call they know they need to step up the game a bit to get the current issue resolved.
2) if they are "not-ready" and didn't notice the software, the blinking phone should help jump-start their brain to think "why isn't my phone ringing?"
A wallboard, while nice, is not practical for the situation i'm looking at (information desk). I'd like to minimize the number of things they have to keep track of (walk-ins, a PC, and the phone only), and a flashing button seems like a good way to do that.
Has anyone seen something similar to this on UCCX?
I don't have a sample script with me on hand now, the script i did before is part of our production scripts. But the script required to alert the agents is fairly simple.
First part is identifying when you would like the alert to be triggered, for example say when the call is been in the queue for 2 minutes. You can achieve this in different ways; you can use “Get reporting statistic” and use a field which will give you the Current wait duration of the caller, in this case Report object “csq ipcc express” need to be selected. You then need to compare the result with the predefined duration (seconds) and if the result is higher, then trigger the Alarm.
The Alarm is triggered to the alerting device by using “Call Consult Transfer” set a time out for it and then send the call back to the Queue. Make sure this device doesn’t have any VM setting or forwarding configured to it. If you don’t want reporting statistics you can just put this step where you want in the script and when the call hits it, it will trigger the alarm.
Not sure if it makes sense to you but I would recommend you playing with it and see if it is what you are looking after.