Headset beeps / call alerts

[flynnhan]

We are currently in the process of implementing the Genesys Suite 6 with a Notel Meridien switch. Our Contact Centre are very concerned that the solution will not support a tone or beep in the agent headset to alert them to an incoming call. The telephone set will beep and the call details will pop on screen, but our agents can spent a lot of time away from their screens with their headsets on while waiting for a call. In addition, there are concerns about increased overall noise levels from all the telset beeps.

We are investigating one solution which involves cabling PC sound cards through to the headset amplifier and presenting the alert on the sound card.

My questions:
1) Is headset beep a standard Contact Centre feature?
2) If not, what are the operational alternatives?
3) Are there other technical solution alternatives to the sound card option for our technology configuration?

I appreciate any input,

Best regards

Aileen Flynn
Senior Business Manager
Zomax Ireland Ltd.

[mdbabb]

The headset beep for forced answer is a standard feature with the Meridian call center package. (Meaning calls are sent to the agent with a forced answer, preceded with a beep.)

You will not need additional technology to implement.

[flynnhan]

Thanks for your fedback. You are correct that beeping is a standard with Meridian ACD packages, however we are not utilizing Meridian ACD packages to deliver the call to the set, but rather the Genesys solution, which is where we have encountered the problem.

Best regards

Aileen Flynn
Senior Business Manager
Zomax Ireland Ltd.