Collective Call Waiting - Any Issues?

[nLeo]

Howdie!
Let's say we have 3 operators with 2 Call Apperances each (a third one is out only)
Several calls are in queue..
Each operator, while on the phone, can see a second call on their screen. (thanks to Collective Call waiting).
Now the operator ends the initial call but ignores the second call that was presented to him.
What happen to that call? will it ring to all other operators too? if not how?

I had a report where callers claimed to be on hold for ages... while other operators in the Group had no calls being presented...
On the User I have set the individual Coverage time to 1 second... if that helps

Any ideas?

Leo

 

[IPGuru]

if a call is on appearance 2 & the operator does not answer it thin it is probably going to stay ringing.

I have number of suggestions some of which may or may not word for you :-

1) Use softconsole!
2) Don't have multiple call appearances for the receptionist, when they finish with the current call the next will ring. have a group button on the phone so they can see when additional Calls are queuing if needed
3) Don't use collective ringing, if their is a preferred order for receptionists use Sequential if not longest waiting.
it wont make any difference to the scenario of all receptionists busy because when one becomes free they will get the call. if they are nit busy then it will even out the work load.
4) train the receptionists to ensure they answer appearance 2 when there is a call on it.


Your customer may needs some convincing on some of these suggestions but it is usually worth the effort. just remember the ideas of non -telecom specialists are often misguided & a good reasoned explanation can work wonders to dispel these mis-conceptions.






Do things on the cheap & it will cost you dear

 

[nLeo]

Thank you IPGuru,
if a call is on appearance 2 & the operator does not answer it thin it is probably going to stay ringing. ... ringing on the oP? or to the others as well? I wonder as I set the individual Coverage time to 1 second... if that helps

 

[IPGuru]

To be honest I don't know.
This is a setup I do not recommend & usually convince my customers of the benefits of the suggestions made above.

I expect it will stay on the phone & may not appear on others depending on weather the group is set to assign on alert or assign on answer.



Do things on the cheap & it will cost you dear

 

[nLeo]

assign on alert or answer... I wonder now

 

[janni78]

If you have call waiting on group you can only use collective group for this so it should ring on all receptionists.

On the other hand I don't see way a receptionist needs to get call waiting alert, is she (he) on the phone just for fun?
Complete the call and get a new call assigned from queue.

"Trying is the first step to failure..." - Homer