sundance-communications.com/forum Forums Other TDM Phone Systems ESI Telephones & Systems Dept/queing

Yes but correct spelling would be ESI Wait-Management :rofl:

What was I saying about ESI-ACD...getting logged off....oh, nevermind :shrug:

Brian - I think you were saying it works as designed - it's just that some employess don't work as designed.......or something close to that

Update... This customer did not want their clients calling in and leaving vmails, so I did this.

all lines route to ID1 "welcome to xxxxx please press 1 to speak to an agent"

routes to Dept 280 ACD with every phone able to log in & timer set to zero so as long as someone is logged in and on a call, calls will stay in Dept 280 forever.

if nobody is logged in to 280 then calls flow to Dept 281 a ring all dept.....if nobody picks up on 281 then 281 routes to info mailbox with some more BS then routes back to ACD 280.............


This is the classic case of a small to mid size business expecting new technology to cover the fact that they don't have enough staff to answer all the service calls they get each day.

most people in small business will not take the log in log out function of an ACD dept seriously......unlike a "real agent" that works in an actual call center.

having said that I wish ESI could do the "please stay on the line estimated wait time 5minutes" like the IP office can do.

The endless loop of BS! A proven policy of business operations world wide. :thumb:

Put the estimated wait time in the info mailbox recording. IP Office has not cornered the market on lying ya know.

This is very common and very true in my experience. It took me a while to realize it but it's important to know.

That said , does anyone know a way to get them to take it seriously?

If the staff are not equipped or willing to answer the call, and if the system were telling the ACTUAL wait time, wouldn't it just make the caller want to run off to the competitor? :shrug:

Justin

Good point Justin :thumb: If the system was feeding info to the caller based on the average time calls are being taken then it would be telling them 1 hour & 10 minutes. I don't think the boss would be pleased to call in and hear that.

Good point on the estimated wait time, I think I will get them to say 3 or 4 minutes in the Info MB if the caller gets that far.

The biggest challenge I have found with this game is managing customer expectation......It doesn't matter what make of system you put in.............

If you sell someone a hammer, and if the customer can hit a nail into a bit of wood then their expectations have been met & they are happy.

If you sell someone a black box of electronics with thousands of features & settings......then there always seem to be some gap between what they thought they were getting & what they got...........

Just pull the power cord from the cabinet. You save energy and destroy a business all in one shot!

Better yet, use the ID to Info box then forward to a Q&A and ask a bunch of useless questions, then send the call to a Pick up department with only one member, overflow that to a all ring that forwards to an outdial so the call is diverted to a competitors call center where people actually answer calls! Ok maybe a bit much!