QueueMetrics forum

QueueMetrics => Improving QueueMetrics => Topic started by: siva.ssk7 on August 08, 2015, 18:34:36

Title: Agent blue pause
Post by: siva.ssk7 on August 08, 2015, 18:34:36

Team, Agent are putting their extensions as busy by keeping their dialpads in in busy mode, due to that calls are waiting to their agents and not landing is there anything to track.

Title: Re: Agent blue pause
Post by: mirkox on August 10, 2015, 18:29:53

Hi,
the possible solutions are two:

- try to disable that button from the phone's admin panel
- change ring strategy for your queue (usually leastrecent is not a good choice if hte agents use that button),

Regards
Mirko

Title: Re: Agent blue pause
Post by: siva.ssk7 on August 15, 2015, 14:23:14

There is no option to disable that because its hard phone (Dialpad with Headset) also i tried with softphone 3cx that also DND option is there can you please suggest what strategy and better soft phone for using this.

Title: Re: Agent blue pause
Post by: siva.ssk7 on September 23, 2015, 15:59:55

please reply for this thread

Title: Re: Agent blue pause
Post by: QueueMetrics on December 05, 2015, 08:43:01

We cannot do much about this as Asterisk is likely not aware of anything; so it will still try to route calls to them. The need to use Asterisk pauses to go to pause.