Virtual Hold Users Forum / Virtual Hold / Technical Questions

Avaya Phantom Placeholder?

cody.mclain — Tue, 13 May 2008 19:54:37 GMT

Does anyone else out there use the Avaya Phantom Placeholder architecture?

SmartQSpeak

rolour.garcia — Tue, 01 Apr 2008 13:12:03 GMT

In our environment, on certain busy days, SmartPurge kicks in early so that callers who call in at this time don't get the Virtual Hold offer. We prefer during this time that at least Virtual Hold plays the EWT instead of hold music. We can even customize the message to say "At this time we no longer offer virtual hold due to the number of callbacks. If you choose to wait, the EWT is..." or something like that. At this time, playing a message is not even possible.

I was told a SmartQSpeak is being developed for this purpose. That was 3 years ago.

Any chance this feature is coming out soon?

QSpeak

Skull & Phones — Wed, 27 Feb 2008 09:29:12 GMT

Perhaps an area of improvement. When using the QSpeak operation mode, why is it that even when the EWT is 0 seconds, the caller receives a 1 minute wait time announcement from Virtual Hold? Seems to me that if there isn't any wait time, we shouldn't be telling the caller anything...just pass them off to the queue. Only until there is a wait time should we tell the caller anything, especially when majority of the inbound calls will be answered immediately. To get around this, we set the Turn On Threshold insanely high, and enable the QSpeak Under Threshold to 1 minute. This was just to support one client that only wanted to give EWT to the caller, but didn't want the full suite of options (choose hold or callback).

Updating Schedule Op Modes

christina.hicks — Wed, 27 Feb 2008 10:26:25 GMT

Recently I had one of our sites change the hours they wanted VH answering their calls for all the queues they have routed there, there are about 15. I had to go into every queue for every day and update the times for each Op Mode. Could there ever be a way to update the queues all at once? On this same line, one of the queues would not allow me to update the scheduled times. I had no problems with the others.

Thanks!

WebConnect

tim.nicholls — Wed, 27 Feb 2008 08:48:42 GMT

We are looking to implement the WebConnect product and would like feedback from other users. Specifically, any issues with implementation, notification if its not working correctly, reporting, customer experiences, determine call volumes that would be generated, port capacity, etc. Any feedback would be helpful and appreciated.

Virtual Queue Time and ASA

adrienna — Tue, 05 Feb 2008 10:59:13 GMT

I just noticed a question in [url=http://www.incoming.com/WebModules/QueueTips/Question.aspx?ID=1383]ICMI's Queue Tips[/url] about whether to count virtual queue time in ASA. There are only a couple of responses, but I'm interested in what you all think:

Do your contact center count virtual queue time as part of your ASA? Why or why not?

VOIP

Mark J — Thu, 29 Mar 2007 10:23:20 GMT

Any body out there using virtual queuing in a VOIP application? My IT department says it will save a lot of toll costs but I have 3 locations and some remote agents as well, and I'm afraid of being the first to try it. Any advice would be appreciated!

Anti-Virus Software

david.james — Tue, 05 Feb 2008 10:47:45 GMT

We're supposed to be running anti-virus software on all our servers. How does that figure into the VH servers?

EWT

david.james — Tue, 18 Dec 2007 15:43:32 GMT

I'll try this out.

I have agents available, but my EWT is not going down. What's wrong?

-Dave

Operation Modes

VH_User — Mon, 30 Apr 2007 15:04:39 GMT

There have been a few instances where Virtual Hold has been taken down, and when it is brought back up, the operation mode isn't necessarily correct according to what is in our scheduled operation mode. I've heard this is being addressed in the next release of Virtual Hold, could someone verify this for me?

WebConnect

VH_User — Mon, 30 Apr 2007 15:10:21 GMT

The WebConnect product is very cool :cool: from a Web user perspective. Has VHT given any thought to having agents use WebConnect?

Skills-Based Routing

Mark J — Thu, 29 Mar 2007 10:20:20 GMT

At my call center we recently gave certain agents special training and I want Concierge to route calls to them based on IVR selection. However, these calls can take a long time and I don't have many of these special agents available on a shift, so I need the virtual queuing system to have different parameters. How do I do that?? Can I force callers to request a callback instead of waiting?