Alreting calls in queue other than q-button

[telcomwork]

Is having a “Queue Button” programmed for each of the internal skills the only way to see calls holding on a skill and warning? Has anyone used another way to alert so the reps would get a warning when a call to their skill is on hold?

I was thinking of using Vu-Stats but I would have to place it up in the menu since we max'ed out the button programming.

 

[lilysann]

If you use VuStats, the agents will have to manually enter the skill number to see the stats you defined, no visible alert like a Qcalls button.

 

[telcomwork]

I have them programmed not to enter manually but still out of room

 

[nohuhu]

telcomwork,

either you do that on a phone or you do that on a pc. or alternatively you can set up a wallboard or something like that. we used a plasma tv with an attached computer running cms supervisor as a wallboard with great success. pretty nice, good visibility and price much lower than of a hardware wallboard.
using a phone you're not only limited with physical phone buttons, be aware that numerous vu-stats buttons place a significant load on a system. it is not recommended to use numerous vu-stats buttons with refresh intervals shorter than 30 seconds.
by the way, if you have a recent enough call center you may have ip agent shared control licenses for all of your cc elite agents. check your disp sys cust page before last, "maximum ip registrations by product id" table for AgentSC product id. if you have it, you may request or purchase ip agent software cd and use it. shared control means that ip agent won't allow an agent to work in roadwarrior or telecommuter mode, only in "control a phone via server" mode. which is more than enough to have a softphone and to display vustats on a pc.

 

[telcomwork]

Dwalin thank you. Cna you tell me how you are connecting your TV to CMS for screen scrapes or are you just running CMS on a PC and hooking up to it?

 

[nohuhu]

telcomwork,

that's what we did: got a pc, hooked a plasma tv to it and ran cms supervisor with custom made report on it. plasma gets you pretty good brightness and contrast so largest font letters are visible from about 60 feet or so. economical value is incredible: an old pc is worth, say, $200, one cms supervisor license is $600, plasma tv is $2k so we have $2.8k instead of $28k for traditional serial wallboard. pretty nice i think.