Notify agent what call queue is coming in

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We have agents answering MANY different call queues but rather than being able to turn on by QUEUE which one's you want identified to the agent, you have to select it under AGENT (USER) which means that EVERY call queue they are assigned to will alert them the queue name which there are MANY queue's they don't need to know that information, only a handful!
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Tom Baumann

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Posted 1 year ago

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Saadet - Community Support, Official Rep

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Hello Tom, welcome to the Community!

To help our Product Team understand your request and assure it gets more consideration, please include the following details in your request:
 
  1. Account type  (U.S., Canada, UK,  AT&T, Telus, BT)
  2. A brief description of the business 
  3. A high level description of the product or feature being requested
  4. A typical use case scenario explaining how your business would use the feature
  5. Benefit of such feature
  6. Include any related case number if applicable
  7. Number of Users and/or Digital Lines
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Tom Baumann

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Account type - US

Travel Agency with many agents handling many different call queues

I just want to be able to turn on by QUEUE which ones are announced to agent and which ones are not and you can't do that

Our agents would be able to know how to answer the phone if they were alerted to an incoming queue call name but they do NOT want to hear every queue name they are assigned to

32 Users/Lines


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Saadet - Community Support, Official Rep

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Thanks for the clarification, Tom!
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Chris Duquette, Champion

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i ran into something similar for a customer who had 2 companies under 1 account, the receptionist basically had to look at the incoming number and determine how to handle the call. So I'm not sure how it would work with a queue, but maybe there's an advanced rule somewhere that can make it easier for the agents to know how to handle the calls inbound. Please someone with "official" next to their name, give some insight!!! please and thanks