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Joined: Sep 2004
Posts: 12
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OP
Member
Joined: Sep 2004
Posts: 12 |
Any recommendations for adding advanced ACD functionality to Magix?
We have three small groups, each with 5-20 agents. Calling groups just aren't working well for us...
Thanks!
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Joined: Mar 2002
Posts: 3,630
Moderator-Avaya, Nortel
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Moderator-Avaya, Nortel
Joined: Mar 2002
Posts: 3,630 |
i would be curious to know why the calling groups aren't working for you? What kind of issues are you having?
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Joined: Sep 2004
Posts: 12
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OP
Member
Joined: Sep 2004
Posts: 12 |
Mainly, I would like visibility of how many people are holding in each group, and how long they have been holding. We do have an external alert set up on the main group... when that happens I realize people are sitting at their desk not logged in. (They are not dedicated contact center people; they have other responsibilities.)
Perhaps most of our issues are management issues, not ACD/calling group issues.
What are your thoughts? Thanks in advance for your help.
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Joined: Apr 2002
Posts: 646
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Member
Joined: Apr 2002
Posts: 646 |
Q-control from Zeacom. More features than you can shake a stick at. It uses CTI intergration and control. Also provides voicemail.
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Joined: Feb 2003
Posts: 353
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Member
Joined: Feb 2003
Posts: 353 |
number of calls in queue is a standard proprammable button.Also see overflow threshholds feature.
HE SEEMS TO BE SAYING SOME KIND OF WORDS
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