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New Member

Agent status lights

Our Call Center manager would like to have a small light on top of Agent's monitors that lights when they are on a call. Does anyone know of something like this? Since the Agents are wearing headsets, sometimes they'll be interrupted by someone who is not aware that they are on a call. We'd like some sort of visual notification at each Agent's desk that allows everyone to see whether the Agent on an active call or not. Thanks.

4 REPLIES
Silver

Re: Agent status lights

Agents can monitor number of calls in queue using following steps.

on the Cisco Agent Desktop window:

File-->View-->ACDStatistics and then activate the Skills tab.

Supervisors can monintor Queued calls through CRS Real Time Monitoring subsystems.

New Member

Re: Agent status lights

Actually, we want a visual indicator of whether an Agent is on the phone. So someone doesn't walk up to an Agent and start talking to them, not knowing they are engaged with a customer.

All of our Agents are using headsets, so it's not always obvious if they are on an active call or not.

Hall of Fame Super Red

Re: Agent status lights

Hi Jon,

I have encountered the exact same question in the past and have never come up with a good answer. After reading your post I tried to Google "Headset busy Lamp" and came up with many results.Such as:

http://www.twacomm.com/catalog/model_1475M.htm?sid=EC45BC9382565A2C5D3F751EFA1AFD6F

None of the ones I saw were really great looking but they might solve your dilemma. Let me know how you make out.

Hope this helps!

Rob

Hall of Fame Super Silver

Re: Agent status lights

You can buy the new 7941/61/71 devices that have illuminated buttons that flash different color depending on the call state.

http://www.cisco.com/en/US/products/ps5945/index.html

Chris

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