Automatic Call Queue Pickup

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Hello!

We are a small A-2-B company based in the U.S. that deals in office products with multiple customers across the country. Our company provides certain customers with SLA's that guarantee support within a certain time frame. Due to these SLA's our customer service center is configured so that any calls to our agents are automatically answered. Agents are alerted with a short beep in their headsets of the incoming call before the automatic answer.

This feature currently allows us to avoid many unanswered/abandoned calls. While also providing our customers with the knowledge and security that they wont have to wait to speak to rep.

Currently I am unaware of any way to configure our call handling to push these automatic pick-ups to our agents.

Has anyone found a feasible workaround or similar method to pushing calls to users?
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Raymond

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Posted 2 years ago

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Saadet - Community Support, Official Rep

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Hello Raymond,

Do your users rely on the softphone or a physical phone to answer calls?
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Raymond

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Hello Saadet,

At this time we are using third party physical phones to answer calls. Specifically Grandstream GXP2140's and Yealink T46G's.

We are still very early into our deployment, and did not want to introduce the softphone to users until the call center was up as needed.

Though I am open to suggestions if the softphones provide additional functionality.

Thank You!
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Hello Raymond,

If I understand your question correctly, you could create a call queue for the users and then set up your users to have softphones. Within the softphone there is an option for Automatic Answer. Something to consider. Depending upon how many users you have this may not work for you but it's always worth testing :)

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Raymond

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Hello Saadet,

Yes, I have been testing this functionality since you have mentioned it. I do like that the auto-answer option is available. I am just not sure upper management will like that this feature is applied for all calls to that phone, not just queue calls.

I would still like for the users to be able to accept/reject internal calls depending on their workload. Though I can only provide them with the options available.

Thank you for your assistance in this case. I will need to continue testing, and see what work best for our environment.

Thank You!
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Hell Raymond,

You're welcome :) Let us know if you need anything else