Allow Admin to set a call queue member to be unavailable to take call queue calls.

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This conversation has been merged. Please reference the main conversation: Call Queue: Ability for Admin/Queue manager to log user in/out of queue

We have a small Call Center environment.  We would like for an admin to be able to set a call queue member to be unavailable to take call queue calls if/when that call queue member leaves their desk and forgets to set that for themselves.
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James

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Posted 4 years ago

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Danno, Champion

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Sounds like you want RC Call Center.  Here's a link:
http://www.ringcentral.com/contact-center/overview.html/
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James

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I've looked at that with our RC Sales rep.  It seems like overkill for what we need ( for our 3 FT & 2 backup reps) and way too expensive for our budget.  I just need a couple of simple entry level features added to what you already have in the call queue groups and it would be perfect for us.  Thus my idea posts.  I hope these will catch on and RC will decide they want to add them.   :)
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Danno, Champion

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It is pricey, as most call center applications are, but I am encouraged that RC is selling the InContact platform, which is a premium product.  Hopefully, they'll consider your suggestion. 

One workaround I would offer would be using the RC4W APP to turn off or on the availability of hunt group (Queue) members.  For example, if Sarah left her desk w/o going unavailable, I can log out of my RC4W APP, log in as her, and make her unavailable.  It works both ways.  Again, this is a work-around since hopefully your issue is an isolated occurrence.
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Danno, Champion

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You bet.  One positive by-product is, once Sarah realizes she needs to give her password, she remembers to go unavailable. I always compare logging in and out of a Call Group as being no different that clocking in or out from work.
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James

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I agree. However, I would struggle with telling people that, as my mantra for many years as an IT professional has been 'NEVER share your password with anyone', and I have told people that over and over :).  So I'm not sure I can pull off giving them this answer.

For now we're just having the admin go to their desk and push the DND button on the phone, but that's not great either because it doesn't update the available/unavailable information on the call queue group properly.
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Danno, Champion

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Yep, that is a conundrum.
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James

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Any thoughts on why the DND button on the phone doesn't make a call queue member show as unavailable on the call queue group area that shows who is available and who is unavailable?
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Danno, Champion

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It's the same as with on-site PBXs.  Standard Do Not Disturb is basically a way to say don't ring my phone.  It doesn't automatically forward calls to VM or have any affect on hunt groups, either ACD or UCD.  Think of it this way; people who are not in a Call Queue group also have a DND key.  But, it does confuse people.

Going back to your conundrum, do the agents have the APP loaded on their cell phones?  That's another workaround.  But don't want to type out description if they don't have the APP. 

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