I have a bit of a problem with one of my contact centers. They want to be able to announce position the customer is in the queue. Normally this would be easy, but I have a problem
The contact center has almost 25 CSQ's in multiple applications for which advisors can be trained in. When announcing the queue position, only that CSQ is used. So the customer gets told they are first in the queue for that CSQ, when they are in fact behind another 30 calls in other CSQ's. Is there anyway to look at multiple CSQ's or an entire team when getting this reporting statistic?
I have not seen a method for accurately calculating position in queue if the agent population is multi skilled. However, if you were to play it only once as they enter the queue, you could add up all of the callers in the queues and then let the caller know how many callers are ahead of them. This would not work if you prioritize your callers.
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...
If you have 2 ISR routers, one acting as Failover, do we need to have both the same number of SRST licenses on the 2 routers?
No. You will only need the SRST licenses on the primary router. Because this feature...