Basic Call center, calls get stuck in Que

[yancey27]

To all

I have a potential customer I’m trying to help that has a basic call center on a Call pilot 150 that will hold calls in Que and will never let them reach either of the 2 agents even thought there not on a call. Also the calls when routed to the call center will not rel when the costumer hang-up. He told me the services provider didn't offer Disconnect supervision. Could not having Disconnect supervision cause both of these problem if not does anyone know what it could be. Keep in mind I know Call pilots but very little about call centers.

Thanks

 

[lugerlover]

disconnect supervision would cause a big issue..what rel is switch and cp

 

[yancey27]

I belive the CP is a 3.1 and the the MICS is a 6.1

 

[lugerlover]

Now are they real calls..with real people that dont /cant get answered or are they disconnected trunks hung up in q"real easy question does anybody complain they held for hours"

And where are u that CO cant supply disconnect supervision

 

[yancey27]

Yes, one caller said he held for 45 min. There located in Tupelo Mississippi