Queue Pickup Option

AJ's picture
Submitted by AJ on Tue, 03/25/2008 - 11:41

We have a hunt group setup for 3 customer service rep's. It's set to longest idle gets the call. Is there anyway create a "queue pickup" option so that any of the 3 reps could instantly get the next caller in queue, or do we have to wait for it to come back around to that rep?

Thanks

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gadellnet's picture

Did you guys ever find the

by gadellnet - 09/20/2009 - 17:35

Did you guys ever find the solution to this issue?
 
Thanks,
Joe

AJ's picture

Thanks, however that is not

by AJ - 03/31/2008 - 21:55

Thanks, however that is not exactly what I would like to accomplish.

The longest idle works fine, however if all agents are on calls, or an agent misses the call coming in, the call is queued as it should, but it takes about 10-20 seconds to re-ring that agents phone.

I would like to know if there an an option which can be assigned to each phone to "Pickup" the next caller in the queue?

In order words, pickup the next call holding (queued) immediatly without waiting.

jnikolatos's picture

In the UC500 configuration

by jnikolatos - 03/26/2008 - 15:29

In the UC500 configuration utility under TELEPHONY, VOICE find the tab VOICE FEATURES. There your HUNT groups are defined. under HUNT TYPE there is 3 options 1) PEER 2) Senquential 3) longest Idle

Sequential—Call hunting always starts with the pilot number in the group and continues to each number in the group in the order in which they are listed, left to right.
Longest Idle—Calls go to the directory number that has been idle for the longest time, according to the time stamp of the most recent call taken by that extension. If that extension is unavailable, the search continues to the next extension in the group.
Peer—Hunt group in which the first number called is selected round-robin from the list.

Router code would look like this:
ephone-hunt 3 longest-idle
ephone-hunt 3 peer
ephone-hunt 3 sequential

John
NIKTEK LLC

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