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Anonymous
Not applicable
‎04-26-2012 08:31 AM

Call Queue

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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

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Anonymous
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‎06-14-2012 09:02 AM

Re: Call Queue

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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

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Anonymous
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‎05-10-2012 11:17 AM

Re: Call Queue

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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

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Anonymous
Not applicable
‎06-14-2012 09:02 AM

Re: Call Queue

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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

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