When someone calls 911 the attendant is alerted and it displays the stations extension. 90% of the time the attendant calls the number on her display (the station not the agent ID) and the logged in agent doesnt answer. Agents do move from desk to desk without notice. Is there a fast way for the attendant to find who's logged into that phone so we can instead call the agent's supervisor?
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emergency location
- Thread starter MadAccess
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1. If you have CMS, give the attendant access to it. She can view a real-time group report (I have one called "Everyone" with the logon ID's of all of my human agents).
2. If the desks are belong to a specific business group, consider putting a coverage path on the extensions. My call center supervisors also log into the phones, so any available supervisor can be reached by the reps for issue escalation. The stations in the department have a coverage path to the department supervisor queue.
Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893
2. If the desks are belong to a specific business group, consider putting a coverage path on the extensions. My call center supervisors also log into the phones, so any available supervisor can be reached by the reps for issue escalation. The stations in the department have a coverage path to the department supervisor queue.
Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893
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