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Laephis · August 14th, 2007, 02:17 PM

We have a Definity Prologix (running G3V8i.03.0.042.2 ) where I've recently setup a hunt group for a particular department. Calls come into the hunt group and go into a queue if no agents are available (where they listen to on-hold music until someone becomes available.) I have set up a q-calls lamp button on every agent's phone so that they can see when a call is in the queue (threshold is set to 1).

If they are logged into the hunt group and on a call they want the ability to place that call on hold and answer one that's in the queue. Is there a way for them to be able to do this? Right now, it seems the only way to pick up a call in the queue is to finish their current call. Thanks for any tips.

August 14th, 2007, 02:17 PM	#1 (permalink)
Laephis Join Date: Aug 2007 Posts: 2	Answering calls in a hunt group queue We have a Definity Prologix (running G3V8i.03.0.042.2 ) where I've recently setup a hunt group for a particular department. Calls come into the hunt group and go into a queue if no agents are available (where they listen to on-hold music until someone becomes available.) I have set up a q-calls lamp button on every agent's phone so that they can see when a call is in the queue (threshold is set to 1). If they are logged into the hunt group and on a call they want the ability to place that call on hold and answer one that's in the queue. Is there a way for them to be able to do this? Right now, it seems the only way to pick up a call in the queue is to finish their current call. Thanks for any tips.