Work Group Call Handling

Jan 27, 2014 01:03 AM PST
Yurko Jaremko
X-Copper Professional Corporation
Is there any way to add Hunt Group like call handling to a Work Group when an agent is already on the phone.

Specifically allow the agent to pickup the call when they are on the other line like a normal direct or through hunt group call.

Many of our agents are single persons in an office and there is no one else to pick up the phone, so they can pick up the phone, tell the person to hold on go back to the original call, or end a non-important call to deal with a potential client.
Jan 27, 2014 01:08 AM PST
Anthony Jones
Premiere Communications and Consulting
Why not just queue the call and allow the agent to pick call from the queue.
Jan 27, 2014 01:12 AM PST
Yurko Jaremko
X-Copper Professional Corporation
First issue is notification method of the 'queue' are not as predominant as 'call waiting'.

Second it requires the Computer, at times the user may not have the opportunity to 'fumble' with the computer to answer the second call.

Third we would have to upgrade ALL the users to a WorkGroup Agent license even though we would not use any of the features since its not a TRUE call center environment. Its quite the investment for something so trivial.

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