Busy Wrapup

[robboardman]

is there an easy way for agents to see when there fellow agents are in busy wrap up?
because people keep transferring calls to agents that are not accepting them, and there is no way of knowing as far as I can tell?

Thanks Robb

 

[ronromano]

Why do they transfer to specific agents and not the hunt group pilot number? If the do this your problem is solved.

http://www.nu-tel.com

 

[IPOfficeIreland]

phonemanager shows busy wrap up

 

[robboardman]

I beleve BUSY NA (DND) can beseen by other sytem users but iy wrapup as an option ( Hunt group disable) cannot be seen by other agents

But I would really like to be proved wrong

Regards
Robb

 

[tlpeter]

It should not be possible to call an agent when he has a busy wrap up
You should get busy all the time otherwise busy wrap up is useless !!!
This is a feature for agents in a group
When busy wrap up is on the agent is not available so he or she can finish there work
After the busy wrap up they are ready to take another call
Like said before they should call to the group or send an email if they want to contact them


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[IPOfficeIreland]

sorry my mistake, you are correct,

busy wrap up is hunt group disable which cannot be seen by other members, and you can still be called directly by other members as it's not a group call.
what i do is get them to use DND (Busy N/A) for the wrap up, don' use system timer, so all can see status.

Then use Ready/Unavailable (Hunt Group Enable) for lunch etc.

 

[IPOfficeIreland]

and to add, you could also use Absent Messages (F6 on phonemanager) to set reasons for DND or times, etc. Anyone transferring will see this message also.