Realtime exception entering

[Monty]

I am looking for an creative way for my customers to call in real time exceptions without representation in that local site. So they would be calling them into our global command center.

Some Ideas I have is cordless phones for each manager. Very costly.
Stretegically placed phones around the center so they do not have to go back to their desk. This one is possible.

Any other suggestions would be fantastic.

Thank you

[mdbabb]

Hi Monty,

There are few ways to handle this. We utilize wireless phones (which are a function of our Avaya PBX) as well as phone strategically located around the floor. We also have an overhead chime that is set up as a skill for a critical mission ACD.

In a nutshell, the caller calls the number which routes into an ACD. The sups with wirless phones have an agent ID with a one priority. The chimes have a lower priority agent ID. This allows calls only to hit the chimes when sups are not available - thus alerting those on the floor to pick up the call - ideally at a wallphone.

Hope this helps.