Settings and activity
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Do not change agent status to Available once the call is over, when agent was initially unavailable.
30 votes
Justin
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124 votes
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Routing on public phone numbers opens the door to unwanted calls from parties spamming those public phone numbers. Please change the routing so it can all be done extension to extension between platforms.
Justin
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8 votesJustin
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We would like the ability for agents to answer a call from a queue that the agent or supervisor is currently not enabled to receive calls from. We have two main use cases:
1) Support teams are organized by geographic region of the country. Support teams only have the voice queue enabled for the area of the country they serve (provide support for), but we let support teams view what is happening in other queues for call volume. If the team for Region A is receiving many calls leading to extended wait times, we'd like for agents on team that serves Region B to be able to see, select, and answer a call that is waiting on hold within a queue that Region A is responsible for.
2) Supervisors are generally not actively taking calls for queues that they supervise, so their voice setting on the queue is not enabled. Supervisors will step in to take calls if they see a customer has been holding for a long period of time. We'd like the supervisor to be able to see, select, and answer a call that is waiting on hold within a queue without needing to toggle on their ability to have calls routed to them as an agent (proficiency level).