The customers calls contact center number and heard IVR (Wellcome...This call is free of charge and you have 5 minutes...) prompt. Telco has limit of time per every call at 5 minutes. The problem is that when some customers stay in queue for example 2 minutes when some operator pick up their call they have 3 minutes left to talk with operator before the call interrupts by Telco side. Is it possible to start the 5 minutes call time counting when the agent pick up the phone no matter how long customers stay in queue. It’s not problem for Telco to increase this 5 minutes up to 10 or more, but from call center wants strictly 5 minutes per call without queue time?
They enforcing the timer when 5th minutes has done, because the Call Center wants evry customer to be able to talk 5 minutes, but if Telco stops enforcing this timer after 5th minutes, the Call Center operators must manualy end the calls, but they don't want. They want automatically evry call end after 5 minutes expires. And some customers stay in queue a lot about 2-3 minutes and after that they have less than 5 minutes to talk before time is up. So i have to make something to enforcing evry call when 5th minutes expire however how long the customer staying in the queue, but evry customer has to be able to talk strictly 5 minutes.
The only options I see which might work 100% is to create some Windows 3rd party app which monitors CAD (assuming CAD), when CAD goes to talking it will start a counter and maybe notify the agent when they have reached 4:30 minutes.
I don't think there's any software which does this already something new would have to be created. As Tanner mentioned, you can reach to him and his company to create it for you or you could reach out to me and my company to attempt the same.
Certainly an unusual request! As David mentioned, a 3rd party application could monitor how long an agent has been in the talking state - warn them when their 5 minutes is nearly up and disconnect if they exceed that time allowance.
If that sounds like something you need don't hesitate to reach out to me!
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