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  1. 85 votes
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    10 comments  ·  Public » Calling  ·  Flag idea as inappropriate…  ·  Admin →
    Anonymous supported this idea  · 
    Anonymous commented  · 

    MS says for Serial Routing: "want skip agents who are offline, have set their presence to Do not Disturb, or have opted out of getting calls from this queue."
    That is completely inadequate! Callers coming through a call queue (central phone number) are offered to agents who can not answer the phone at all, as they e.g. are in break or in a meeting. Only after the defined expiry time (at least 15 seconds, about 3x ringing), the caller is offered to the next agent, which may not be available too. This creates very long and annoying waiting times for the caller. Currently, the only way to quickly accept a caller is to put routing on "attendant", where all the agents ring at the same time. An absolute horror for employees! When a call comes in, it rings immediately ANYWHERE!

  2. 66 votes
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    11 comments  ·  Public » Calling  ·  Flag idea as inappropriate…  ·  Admin →
    Anonymous commented  · 

    MS saysfor Serial Routing: "want skip agents who are offline, have set their presence to Do not Disturb, or have opted out of getting calls from this queue."
    That is completely inadequate! Callers coming through a call queue (central phone number) are offered to agents who can not answer the phone at all, as they e.g. are in break or in a meeting. Only after the defined expiry time (at least 15 seconds, about 3x ringing), the caller is offered to the next agent, which may not be available too. This creates very long and annoying waiting times for the caller. Currently, the only way to quickly accept a caller is to put routing on "attendant", where all the agents ring at the same time. An absolute horror for employees! When a call comes in, it rings immediately ANYWHERE!

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