Ditching a switchboard console options
May 9, 2009 6:21 AM Subscribe
How can I move from using a Meridian 2250 console to an ACD (or other option)without using an auto attendant? My organization wants every call answered by a human.
I currently have Nortel Meridian 2250s setup to take incoming calls. The operators utilize a software suite named Amcom, which has a PC based console. If there are calls ringing, but all operators are on calls, they place their current call on hold and answer the ringing incoming calls and place them on hold and then go back sequentially to take care of the calls. We are a medical clinic so this is done in case a caller has an emergency they have a chance to state so and their call will be taken immediately. The problem we have is that the call distribution is inconsistent, certain workstations are presented more calls than others. The other problem is that the Meridians will be phased out soon. My telecom person insists that there is no specified routing available with our Nortel switch so I can't have calls presented to the agent who has been idle the longest. So, what are my options? I would love to move to an ACD but that presents the problem of only one call can be answered at a time and if there is an emergency, a caller may be waiting minutes to speak to an operator.
I currently have Nortel Meridian 2250s setup to take incoming calls. The operators utilize a software suite named Amcom, which has a PC based console. If there are calls ringing, but all operators are on calls, they place their current call on hold and answer the ringing incoming calls and place them on hold and then go back sequentially to take care of the calls. We are a medical clinic so this is done in case a caller has an emergency they have a chance to state so and their call will be taken immediately. The problem we have is that the call distribution is inconsistent, certain workstations are presented more calls than others. The other problem is that the Meridians will be phased out soon. My telecom person insists that there is no specified routing available with our Nortel switch so I can't have calls presented to the agent who has been idle the longest. So, what are my options? I would love to move to an ACD but that presents the problem of only one call can be answered at a time and if there is an emergency, a caller may be waiting minutes to speak to an operator.
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I can tell you that our call center at work did something like this with a Nortel switch, but I have no details about what model it was or anything like that. However, the higher priority callers were coming in on a different number- anyone calling on that number got popped to the top of the queue.
posted by gjc at 8:58 PM on May 9, 2009