07-02-2019 12:08 AM
Hi All,
We have a situation that is not a typical call centre but is using UCCX and performs most of what we need well. There are a couple of things we have noticed that I would like to see if there are workarounds (I have created these as separate discussion items)
The following example is if we have two agents available
Thanks
Paul
Solved! Go to Solution.
07-02-2019 11:11 AM
The call is connected to the CTI port and that has two different holds available, "User Hold" and "Network Hold".
I always create a Music on Hold on UCM which is the sound of a phone ringing. I set the "Network Hold" to the phone ringing.
When a caller is waiting in the queue they hear the default hold music. When the Agents phone starts ringing it switches to Network Hold and the MOH changes to ringing so the caller hears a phone ringing.
This does three things, it tells the caller their call is progressing, second when the agent answers the caller is expecting the phone to be answered and thirdly in eliminates the vast majority of callers hanging up while the agent phone is ringing.
If the agent does not answer and CCX pulls the call back it switch hold back to User Hold. If the next agent is available it immediately switches back again to Network hold. So the hold being switched twice is the slight delay the caller is hearing.
The real fix here is to get the agents to answer their phone when it rings.
Graham
07-02-2019 08:33 AM
07-02-2019 11:11 AM
The call is connected to the CTI port and that has two different holds available, "User Hold" and "Network Hold".
I always create a Music on Hold on UCM which is the sound of a phone ringing. I set the "Network Hold" to the phone ringing.
When a caller is waiting in the queue they hear the default hold music. When the Agents phone starts ringing it switches to Network Hold and the MOH changes to ringing so the caller hears a phone ringing.
This does three things, it tells the caller their call is progressing, second when the agent answers the caller is expecting the phone to be answered and thirdly in eliminates the vast majority of callers hanging up while the agent phone is ringing.
If the agent does not answer and CCX pulls the call back it switch hold back to User Hold. If the next agent is available it immediately switches back again to Network hold. So the hold being switched twice is the slight delay the caller is hearing.
The real fix here is to get the agents to answer their phone when it rings.
Graham
07-02-2019 11:51 AM
07-04-2019 06:55 PM
Hi Graham,
That makes sense with the swapping between the two. I am having a meeting with the team next week to discuss the way these are being answered (or not).
Thanks,
Paul
07-04-2019 06:53 PM
Hi Anthony,
I know I sent this in the other question but I have added here for completeness. The answer Graham has put would make sense this is what I am hearing. I will however get the system performance checked out.
Thanks,
Paul
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