Team Leader QUEUE set up

[jheendi]

Good day all,

I really appreciate your input of valuable comments on setting up a Team Leader queue. We have Meridian 1000CS switch and we have about 25 Team leaders who are currently programmed as Non acd phones. I recently got request to change tl's phone to ACD supervisor set.

I have upfront challenges of making pro's and cons of setting up TL queue.For example Tl has to log in to acd phone in order to recive calls on ACD supervisor phone, I tried it by putting DID and they have to login to answer or dial out. Also they have to make sure that MSB is not engaged, so that calls during the time they are not loggged in, can go their voice mail box.

I am preety sure, I can get some valuable input from you please... Can you please point me to the right directions?

Also do you think M3905 is best option or M3904 is good for this service?

Thank you,

Jheendi

 

[GHTROUT]

Opinions:

If ACD will improve customer service enough to outweigh the stigma of Team Leaders feeling as if they have been demoted to call center agents, then make them ACD.

Use 3904 sets - so you can deploy them anywhere, any time. Cheaper, easier to find, more versatile, more uses in other applications.

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[jheendi]

Thanks for your opinion GHTROUT, I was wondering if I can explore the possibility of creating a dummy acdq and ncfw to a CDN which can appear on all the Tl's desk.. This way they don't need to login to recieve incoming calls or make outgoing calls.. beside they can still observe without loging into acd phone..

Any suggestions please.. /.?

Thanks once again.

 

[jheendi]

Is there any restriction, as to How many CDN I can make to appear on ? Can I make a CDN appear as MCR on more than 20 acd supervisor sets? Please help..

 

[GHTROUT]

A dummy ACD DN pointed to MCR's is no different than just using that DN "as" the MCR DN.

Here is something I put together on MCR a few days ago:

http://www.ghtrout.com/ghtrout/files/Example_of_MCR.html

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[jheendi]

Thanks Gene, what I am trying to accomplish is a Team Leader Queue.. initial resistance is that Team Leader don't want to log in to observe calls. The way around I found is by creating an dummy acd queue and ncfw to a dn or DID. That way Team leader can still recieve and make calls without logging in to acd supervisor phone.
My concerns are can I have a DN marped on one TN and appear on more than 25 phones? Can I do that? I recall it won't let me do more than 6 or 8 sets.

Or I can create a CDN where ACDQ can forward the call and let symposium script take control of call.. only thing is Team leader has to login to their acd supervisor phone..?

Any thoughts.. will be highly appreciated..

 

[GHTROUT]

Here's an example of two identical call arrangements:

Assumption, callers dial Extn 1234.

[tt]
Method "A" Caller Dials CDN 1234 --> ACD NCFW 2345 --> MCR 2345

Method "B" Caller Dials MCR 1234
[/tt]

I pick method "B"


You can have up to 30 appearances of a DN in the system. It must MARP on one of the appearances.


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