Not sure if this is the right place to post this
Here goes my current issue ;
- Agent is on the line with a client
- Client hangs up
- Agent’s phone rings
- Agent picks up and says their name, title, etc, etc and tells the client to please wait on hold while they finish writing down the info of the last client.
Now I want to be able to disable the music on hold for the first 30 seconds of the call to force the agents to stay on the line with the client while they are doing this.
I have searched high and low for a solution to this without having to hack into the source code and hope one of you can point me in the right direction!
I don’t believe there is anything built in to achieve this. Even then forcing a phone not to do something may be problematic.
If I understand this, it sounds like a technological solution to a social problem. Normally it is better to solve the social problem, by training the agent not to put a caller on hold.
Incidentally, for Agent channels and Queues, Asterisk has a wraputime option that will not offer the call to the caller until a certain amount of time has passed.
Thank you for the answers.
David551, you phrased it properly. I am looking for a technological solution to a social problem.
Wrapuptime is a nice tool, but although the frequency of this happening might go down if I add it; it wouldn’t change the mindset of the agents. If I give them not enough of a delay I’ll have the same problem, too much and I’ll be giving them enough time to place outbound calls instead of taking the waiting inbound ones.