I have an IP500 Version 4.0.7 set up in a call center environment. I have about 20 agents connected to a dialer that is an always-on connection (for outbound calls only (they access the dialer by going off hook and dialing a shortcode to connect to the dialer).
we are wondering if there is any way to have incoming calls go to a group to ring the longest waiting agent. We are having trouble setting this up because the agents are constantly off hook with the dialer so the system is seeing all agents as waiting the exact same amount of time between calls. Currently, we have the incoming calls to ring to the group in a 'collective' ring pattern, but would really like to do longest waiting.
Has anyone else experienced a similar scenario? Is there any work around to make this happen?
Great works are performed, not by strength, but by perseverance.
-Samuel Johnson
we are wondering if there is any way to have incoming calls go to a group to ring the longest waiting agent. We are having trouble setting this up because the agents are constantly off hook with the dialer so the system is seeing all agents as waiting the exact same amount of time between calls. Currently, we have the incoming calls to ring to the group in a 'collective' ring pattern, but would really like to do longest waiting.
Has anyone else experienced a similar scenario? Is there any work around to make this happen?
Great works are performed, not by strength, but by perseverance.
-Samuel Johnson
