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Mitel Forums => Mitel Software Applications => Topic started by: dmaclure on October 24, 2013, 11:03:13 AM

Title: Mitel - call delay?
Post by: dmaclure on October 24, 2013, 11:03:13 AM

Hey guys,

I'm new here, had a question that I couldn't get an answer for around the office so I thought I'd check out the web.

We have a callcenter running Mitel Contact Center Client with various users answers to different incoming agent groups. What we need is to program a call finishing delay - want there to be a several second delay between when the call is completed and the next call in the que is given to the agent.

I'm assuming there is some way to do this but I've yet to be able to figure it out. Any ideas? Also is it possible to program this on our CCM server/mitel controllers?

Any help or suggestions are appreciated.

Let me know if I should provide any additional information.

Regards,

Darren M.

Title: Re: Mitel - call delay?
Post by: ralph on October 24, 2013, 11:24:54 AM

The delay is called a "Work Timer".
You set it in the COS of the ACD Agent ID in the 3300.

Ralph

Title: Re: Mitel - call delay?
Post by: dmaclure on October 24, 2013, 11:35:34 AM

Thanks Ralph!

I'll give that a shot.

Much appreciated.

edit: sorry, forgot to ask - after changing the Work Timer option in the class of service should it take effect immediately or would the agent/extension in question need to relog into the app? Also, would changing this option negatively impact the program for the agents currently logged in?