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Can an agent identify if the call they are getting is an overflow call?

Feb 24, 2016 02:56 PM PST
Richard Carreras
Rio Grande, Inc.
Using Agent toolbar or any settings in the Contact Center, can my agents identify if the call they are getting is from an overflow from another area?

For example the agent always Answer A line, B line is a separate 800 number but when B line is busy it overflows to A agents, can the A agent identify this as coming from B line so they can answer with a different greeting? I'm curious.
Feb 26, 2016 04:53 AM PST
Serge van Driel
Sonos Inc - HQ
The easiest way to achive this, and most userfriendly I find, is create an Overflow Group, in which agents from both A and B are. That way calls to A get answered by A-agents, then overflow into the OF-A group, allowing B-agents to also pickup, while being aware it is an A-call. Vice Versa as well if preferred. Your reports will distinguish whether the calls were picked up in A or OF-A as well. Hope this helps
Mar 01, 2016 09:46 AM PST
Kelly Stack
Gregg Communications Systems Inc
The Communicator should show the Service the call is coming in on when presented to the agent

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