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Need Unique Ring on ACDN

Need Unique Ring on ACDN

Need Unique Ring on ACDN

(OP)
I work in a hospital where staff can dial an emergency number which rings to the telephone operators ACD queue. Emergency manager wants those calls to have a unique ring whenever an emergent call hits the queue.

I have already implemented change of CLS DRDD to DRDA and coded the particular key on the agents' AOMs with DNRI 3. But this is not satisfactory.

Emergency manager claims calls from some extensions DO have unique ring while calls from other extensions don't, which makes no sense.

Any suggestions?

Thank you.

RE: Need Unique Ring on ACDN

The only thing I can think of is the difference between an internal call and an external / external transferred by another internal phone call

RE: Need Unique Ring on ACDN

It seems like you would want to know even if the call wasn't ringing on a desk, but was queued.

I have done this using an Agent Desktop Display on a central computer. Agent Desktop Display can play the default sound (configurable in Windows) when a threshold is reached. So set a very low second level threshold and use an agent login that only has the skillset in question.

A couple of suggestions. The real-time data feed timing is important. Most systems are set to update data every 10 seconds, which is likely too long for this scenario. You will want to lower that number both between CCMS / CCMA, and CCMA to Agent Desktop.

Do not use a wav file that is long, as it will always play the whole thing. We used a phone with bell ringing sound so it sounded somewhat natural in the background to callers speaking with other customers.

The threshold to use would be Maximum Wait Time (not sure if that is exact terminology, but should be close enough).

Need sound turned on and volume set on computer. In the one I set up we had a large monitor with stats that had speakers built in and that provided the sound above the cubicle walls quite nicely (didn't have to blast for the furthest agent to hear).

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