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Old 11-13-2007, 03:27 PM   #1 (permalink)
dfrank
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Help Desk timers
We have a couple of issues with some of our hunt groups and I can't seem to find anything that seems logical that has worked to fix it:
  • When we have a call on hold, all agents get a single ring on their phone about every 10 seconds as an alert that we have calls holding.
  • When the agent places a call on hold, the system rings the agent back in about 30 seconds and requires the agent to connect to the call or the call will be transferred to our operator.
We would like to extend both of these timers, but I can't find the timers to change.

Thanks in advance!
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Old 11-22-2007, 02:12 PM   #2 (permalink)
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The first issue is the hunt group campon flag, turn it off. The second is the hold timer, either extend it or setup alternate hold and put the agents into alternate hold.


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Originally Posted by dfrank View Post
We have a couple of issues with some of our hunt groups and I can't seem to find anything that seems logical that has worked to fix it:
  • When we have a call on hold, all agents get a single ring on their phone about every 10 seconds as an alert that we have calls holding.
  • When the agent places a call on hold, the system rings the agent back in about 30 seconds and requires the agent to connect to the call or the call will be transferred to our operator.
We would like to extend both of these timers, but I can't find the timers to change.

Thanks in advance!
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