Erin Wilcosh

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  1. 1,028 votes

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    114 comments  ·  Public » Calling  ·  Flag idea as inappropriate…  ·  Admin →
    Erin Wilcosh supported this idea  · 
  2. 64 votes

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    10 comments  ·  Public » Calling  ·  Flag idea as inappropriate…  ·  Admin →
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    Erin Wilcosh commented  · 

    The work around is to set busy on busy, so that it's status based, if they're in a call it bumps to the next agent and eventually to voicemail. But our problem is we have a call queue as different people sign into it at different times of the day, but only one agent is on at a time. So this means our two options are either

    A - you get bombarded with calls, and can't quiet them, and they never stop ringing until the caller gives up, or you answer the call. You can't quiet it - or send to voicemail.

    Or

    B - you set to status based, which means if you're in a call the next person automatically goes to voicemail after 30 seconds, even if you hang up in that time, it never rings you. So now you can only take one call at a time, and even if it was fast, you're going to have a voicemail to answer, or several...

    Each call is different, sometimes it's a quick transfer, other times it's more involved. It's hard to decide here which option to use. We need an option where the agent can choose what happens to the next incoming call, and it definitely needs to be silenced so as not to interrupt.

    Erin Wilcosh supported this idea  · 
  3. 144 votes

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    21 comments  ·  Public » IT Pro  ·  Flag idea as inappropriate…  ·  Admin →
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