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#72106 09/22/04 09:23 AM
Joined: Sep 2004
Posts: 12
mbrown Offline OP
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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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#72107 09/22/04 02:51 PM
Joined: Mar 2002
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Moderator-Avaya, Nortel
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i would be curious to know why the calling groups aren't working for you? What kind of issues are you having?


Z-man
Avaya SME Authorized Partner
www.omniofficetech.com
#72108 09/23/04 04:49 AM
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mbrown Offline OP
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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.

#72109 09/23/04 05:37 AM
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Q-control from Zeacom. More features than you can shake a stick at. It uses CTI intergration and control. Also provides voicemail.

#72110 09/23/04 07:30 AM
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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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