Contact Center Hold

[bryanata]

Is there a way on a 2216 or 3905 agents can see how long a call has been on hold?

 

[pbxn]

On hold or waiting in queue? If it is waiting in queue you can add a call waitng key on that set.

Do you have Symposium or Max? If so, both have GRTD (graphical real time displays) that can be installed locally on their pc.

 

[johnpoole]

if not you only have acd reports

john poole
bellsouth business
columbia,sc

 

[bryanata]

one of our supervisors said at her old job she had to push a button on her phone and her display would show the hold time of the call she had on hold. She was using a 2216 then.

 

[mluckie1]

there is a button for the que stat's but I cannot recall the key and i don't have books at home. If you are using Symposium will need the real time display because of CDN's instead of ACD.

 

[bryanata]

The agent tells me the key is just a timer key. They press the key and a timer starts ticking away. They press the key again and the timer stops. I just found out the key has nothing to do with a call on the phone it's just a timer.

 

[sandyml]

On a supervisor or agent ACD phone, you can use a DWC key.

when the DWC key is pressed, the Calls Waiting status for the ACD DN is displayed as follows:

aaa - bbb - ccc - dddd

Where:

aaa = the number of calls currently waiting in the queue
bbb = the number of agent positions occupied for the ACD DN
ccc = the waiting time in seconds of the oldest call in the queue
ddd = always zero (0) with Basic ACD and does not apply