2 Replies Latest reply on Feb 12, 2014 12:45 PM by matt

    Call Queue

    captwoody New Member

      This is really for Adtran, but I am looking for any information on enhancements to the Call Queue, like supervisor access, running reports, and giving the ability for supervisors to watch the call queue on their workstation? I really like the current Call Queue, but wanted to know when things will be beefed up a bit.

      Thanks

        • Re: Call Queue
          Employee

          captwoody,

           

          One fairly recent enhancement was the ability to route calls to the most idle agent in A5 firmware.  Thanks for the suggestions.  I will pass them on internally.

           

          Thanks,

          Matt

            • Re: Call Queue
              Employee

              I just wanted to update this thread with some new information.  We now offer a way for an administrator to allow any Personal Phone Manager user to access the supervisory panel for Call Queues as part of R10.2. This allows any user to monitor the real time dashboard and the 24 hour statistics. Additionally, in an upcoming release the SMDR format is being enhanced to allow our call accounting partners to generate even more configurable and business appropriate reports on the queue activities.

               

              Thanks,

              Matt