5360 lockup after putting 10+ calls on hold

[619Tech]

Is there a maximum number of Multicall keys I can give an operator? I have a customer who's operator has 5360 with 14 Multicall keys. Instead of processing the calls one at a time, she answers all inbounds as they come in, then places them on hold. She then goes back through them to process. After she gets 10+ on hold, her endpoint locks up and she can no longer process calls.

[VinceWhirlwind]

You should configure her as an ACD Agent and log her into an ACD Path and send the incoming calls to that.
That way you can play a bunch of useful messages to the callers on hold while they wait.
Using a handset as a queue like that is amusing but not serious.

[acejavelin]

I have to agree with Vince on this... if you have 14 appearances, your doing it wrong (maybe not "wrong" but not efficient or user friendly), this should be an ACD queue or you should get that person an Attendant Console.

Even in the busiest live answer scenarios I have seen, 6 appearances is enough... if it gets much busier than that you need a backup, a queue, auto attendant, overflow hunt group, or something to keep the operator from losing their mind.

[petr.necas]

I agree, I would recommend the Attendant Console (5550 for MCD 7.2 or earlier, or MiVoice Business Console for MCD 8.0+) for handling such big amount of calls. Putting 10+ calls on hold manually would be nightmare for the operator.

[619Tech]

I did want to use ACD paths, but I do not have ACD licensing. She does have a MiCollab console. I was thinking of using PBX keys, but I've had issue with PBX keys and MiCollab Console in the past. I'm going to start with reducing the amount of keys she has.

[x-man]

Can you not use park and maybe page instead?

get her to park the call and do a page or park the call and then get back to it (should deal with in length of time of call Longest parked first)  when she retrieves a parked call using the call park retrieve FAC or a call park retries key.

[petr.necas]

I did want to use ACD paths, but I do not have ACD licensing.

You can use ACD Express, it does not need any ACD licenses.

[VinceWhirlwind]

I did want to use ACD paths, but I do not have ACD licensing.

You can use ACD Express, it does not need any ACD licenses.

^^ This.
 

[619Tech]

ACD would require she process a call before answering the next, which will not be acceptable. All calls are required to be live answered within the first minute by the single overwhelmed operator. May try the Call Park suggestion...

[VinceWhirlwind]

She could answer each call and transfer them to the ACD queue to wait.