Notify agent what call queue is coming in

  • 0
  • 3
  • Idea
  • Updated 2 years ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: We have archived this topic as it has either reached a resolution has become inactive, or information contained in this thread is no longer accurate. If you have a related question on this subject, please post a new topic.

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!
Photo of Tom Baumann

Tom Baumann

  • 100 Points 100 badge 2x thumb

Posted 2 years ago

  • 0
  • 3
Photo of Saadet - Community Moderator

Saadet - Community Moderator, Official Rep

  • 66,064 Points 50k badge 2x thumb
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
Photo of Tom Baumann

Tom Baumann

  • 100 Points 100 badge 2x thumb

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


Photo of Saadet - Community Moderator

Saadet - Community Moderator, Official Rep

  • 62,226 Points 50k badge 2x thumb
Thanks for the clarification, Tom!
Photo of Chris Duquette

Chris Duquette, Champion

  • 16,376 Points 10k badge 2x thumb
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

This conversation is no longer open for comments or replies.