01-08-2014 10:14 AM - edited 03-15-2019 05:56 AM
Hello,
is there a way to send a notification to a Supervisor/Agent if a call has been waiting for 10 seconds on a queue? the customer has UCCX 9.0.
Thanks
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01-08-2014 10:51 AM
Hi Marco
In the Supervisor app since v7 you can use 'Supervisor Workflows' - these can play a sound, colour the queues, or pop up a dialog when there are more than x calls in queue or the longest call in queue hits a threshold.
Each Supervisor configures these for themselves, so you need to show the users how to do it. Agents don't have the option, but if a responsible agent needs it you could make them a Sup.
Regards
Aaron
Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
01-08-2014 10:51 AM
Hi Marco
In the Supervisor app since v7 you can use 'Supervisor Workflows' - these can play a sound, colour the queues, or pop up a dialog when there are more than x calls in queue or the longest call in queue hits a threshold.
Each Supervisor configures these for themselves, so you need to show the users how to do it. Agents don't have the option, but if a responsible agent needs it you could make them a Sup.
Regards
Aaron
Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
01-08-2014 11:36 AM
Aaron is correct, and that is the first line of notification. You can also program an email notification if you need to.
01-08-2014 02:19 PM
Thank you very much it worked.
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