The best thing for you is to set up UCD (Uniform Call Distribution). That will do almost exactly what you want. You set up 4 extensions in the ucd group. Calls to that group will be distributed one by one to the next free operator. Calls that are unanswered are on hold and processed according to a time table where they can be kept on hold then they can go to an "overflow extension" ... transfered to an extension (forwarded to a mailbox to take a message for instance) or return in to the holding queue.
If you have a DISA card you can insert recorded messages "sorry our operators are busy, please hold for the next available agent", without the DISA card, they just keep holding or end up in a mailbox. From the mailbox you can have them select 0 for covering extension and go back into holding but they will end up at the back of the queue if they do that. If you have them going to the mailbox you will not get much more than your current 4 minutes, but you can set it to keep them on hold until someone picks up. Each operator phone can have a log-in/log-out button so if they are away from the phone they can have their phone taken out of the ringing group until they return. Charles ----- Original Message ----- From: "validus" <[EMAIL PROTECTED]> To: <[EMAIL PROTECTED]> Cc: <[EMAIL PROTECTED]> Sent: Tuesday, June 18, 2002 7:30 PM Subject: KX-T: Re: ** VPS -> PBX transfer problems ** > Well, that is the way the boss wants it. On Saturdays, we have 4 CO lines but only 3 > people to take calls. Say on Saturday all 3 people are busy taking calls and the > fourth line rings, we want the VPS to grab it, tell the customer we will be with > them soon, and then give them the option to leave voicemail or remain on hold until > one of our other calls is over and we can then grab that call. I have the voicemail > option working fine; its the hold problem I'm running into. Granted a lot of > people will not want to wait over 4 minutes but many will. This is for a technical > support office BTW. We're a fairly small crew here and don't have the massive hold > times like some (AOL comes to mind) but nevertheless, we want the user to have the > option to hold as long as they like. I hope that explained it a little better. > > Rob > > > Rob, > > > > > a maximum of 4 minutes > > Explain a bit more about the situation... _why_ would you want someone on > > hold for that long? What are you trying to accomplish? There may be a better > > way to solve it. > > > > > > Charles > > _________________________________________________________________ > KX-T Mailing list --- http://kxthelp.com/ > Subscription changes: http://kxthelp.com/mailman/listinfo/kxt > _________________________________________________________________ KX-T Mailing list --- http://kxthelp.com/ Subscription changes: http://kxthelp.com/mailman/listinfo/kxt
