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!

i would be curious to know why the calling groups aren't working for you? What kind of issues are you having?

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.

Q-control from Zeacom. More features than you can shake a stick at. It uses CTI intergration and control. Also provides voicemail.

number of calls in queue is a standard proprammable button.Also see overflow threshholds feature.