Queue Re-Insertion by Position

[cg11]

System is IP500v2 R9.1.5, VMPro, 190 Stations, Xima Chronicall, 100 SIP Trunks.

I have searched this with no results.

Is there a way to grab a queued call (i.e. using group button) then re-insert the call back into the queue into the same position (or higher) that it was originally?

I think soft console can do something like this (at least grab the call).

My customer has long wait times (20-60+ min.) and we are trying to get the call to a live person (maybe take a message too), then put the call back into a higher position in the queue. I know the call can be transferred back to the group but the call loses it's initial queue position.

Ideas? 3rd Party Products?

 

[Okkie26]

Get your customer to hire more employees.

 

[holdmusic34]

Get IPOCC ffs. You could transfer to a different group to escalate it I suppose.
Man. The customer really needs callback.
Everyone must be under so much stress.

Gunpoint 132 and Bush.Cover's code three

 

[janni78]

Yepp, you'll need a CC application that can handle the calls better.

But I don't see the point of answering a call and the put it back, that only wastes more time and cause even longer queues.

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

 

[cg11]

What is IPOCC ffs?

More help is the long term answer for sure. There is an overflow and escalation group but these agents are busy too. Callback can be done but seeing how busy the agents are all day they have no bandwidth already and call backs may help some in the short term.

For the short term, I am thinking that having a live person pre-screen the queued caller, perhaps mark it as a "callback" and if it's urgent have the call re-inserted into back into the queue.

 

[sizbut]

Can't be done by IP Office and that's probably very fortunate.


"Your call is valuable to us, please hold until one of our agents becomes free" messages are an annoying but understood part of life. Taking me out of the queue to speak to someone who then just puts me back in the queue will generate rage. Use Voicemail Pro to offer options to record a message, take their phone number for a callback, simply suggest calling later maybe but don't don't don't connect to a live person who can't actually handle the call.

Stuck in a never ending cycle of file copying.

 

[cg11]

More....

I am also thinking a ways/ideas to make the wait experience (for long wait callers) be more pleasant. i.e. mellow hold music, minimize annoying annoucements, etc. I need something that is proven for the short term. It takes a few months to get technical agents up to full speed.

Thoughts? Suggestions? What has worked in the past for busy technical support call centers?

 

[tlpeter]

I believe you can give a call a giher priority with a shortcode i think.

BAZINGA!

I'm not insane, my mother had me tested!

 

[tlpeter]

try this:

make a shortcode with

*71*N#
N
priority call

Then transfer the call to *71*groupnumber#

I never tried to transfer to a shortcode but you never know.

BAZINGA!

I'm not insane, my mother had me tested!

 

[cg11]

Excellent idea, transferring to shortcode higher priority!!! I will test and let all know if it works.

 

[tlpeter]

Maybe *71*groupnumber# is enough, i don't know.

BAZINGA!

I'm not insane, my mother had me tested!

 

[cg11]

Got a simple question.

Customer has mixed phones 5420s and 9608s. I am experimenting with the "Group" button. On the 9608 the group flashes red or green. What do the colors mean? Manager just says you can pickup the longest waiting call by pressing the button twice. I pressed the Group button (while flashing red) and I actually picked up the call. Manager's help has limited info on this behavior.

Do the 5420s behave/display differently than the 9608s?

 

[janni78]

I don't know which Manager you're using, my manager help says how it behaves on each phone model.

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

 

[rdoubrava]

The phone system can not fix staffing issues.

 

[Qzwsa]

Xima Chronicall is releasing new features in the very near future (like this spring or summer). This will give you skills based routing and queued call back. The ability to leave your phone number in the queue and carry on with your day is the best way to make the wait time pleasant. Phase two of this is going to be adding incoming email, a webchat plugin, and (eventually) social media responses to the queue.

Your agents are going to be able to log in and out via the agent dashboard to the queues desired and the communication method (voice, chat, etc) as well.

If you haven't seen or heard from Xima about these changes, give them a call and schedule a conference call with one of their sales guys.

And yes, the kool-aid tastes great.

-Qz

 

[cg11]

OZ, Outstanding. I knew there were new Xima modules coming out but was not sure on all the details. Thanks. This is very very helpful!!