Jump to content

Transfering calls with Multiple calls on hold


cfcs

Recommended Posts

I'm looking for some tips on how to hand this situation. At times we have multiple calls comming in and the receptionist will put the first call on hold then pick up the second call. She then has a hard time getting back to the fist call and sometimes ends up dropping all calls on hold. With no caller id it's hard to identify the callers on hold. Suggestions will be appreciated.

Link to comment
Share on other sites

I heared some time ago that receptionist with a lot of calls associate calls with colors. They mark a key with a color. I thought that was an interesting idea.

 

A less stressing method is to use a ACD for the receptionist. Then he or she can process the calls one by one, and the PBX can even say the initial greeting "welcome to company xy, you are talking to abc".

Link to comment
Share on other sites

I heared some time ago that receptionist with a lot of calls associate calls with colors. They mark a key with a color. I thought that was an interesting idea.

 

A less stressing method is to use a ACD for the receptionist. Then he or she can process the calls one by one, and the PBX can even say the initial greeting "welcome to company xy, you are talking to abc".

 

 

OK I found out more detail about his problem. I have a hunt group that rings extension 500 for 15 seconds then 508 for 15 seconds with a final destination of 700 the auto attendant. The problem is that when 500 and 508 are on the phone and a third call comes in something gets messed up and they are unable to transfer there current calls. Help Please.

Link to comment
Share on other sites

Well, you can still move that hunt group to a ACD. Then the agents can process the requests one by one.

 

Alternatively, consider some "tricks" for the agents to write down caller information on paper while answering calls. I mean it, I heared from a very professional call center they do that by color...

Link to comment
Share on other sites

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.

Guest
Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

×
×
  • Create New...