Can 1 agent handle more than 1 call at the same time?-SOLVED

[omar]

Hello

Here I have a particular real case for a very small call center. This is the scenario:

1. One or Two agents are available to receive calls.
2. Most of the time, the call center also receive one or two calls, so there is no need to spend money in hiring more agents.
3. BUT in a random hour, the call center receive from 4 to 6 calls at the same time and some times the call center has just one available agent in that random hour.
4. The agent is trained to handle 1, 2, 3, 4, 5 or even 6 customers at the same time. Because it is absolutely necessary

The question is: Can the vicidial give the ability for an agent to talk with more than one customer at the same time? (FOR INBOUND CALLS)

I am trying with:

ViciBox v.4.0.3 64-bit standard
Build: 130711-2208
Version: 2.8b0.5
SVN Rev: 2001
1xDB-Web-Dialer-Archive (all services in one server)

[rrb555]

I guess setup a remote agent and set the line to more than 1

[williamconley]

With remote agent, yes. But that will not allow storing any client information unless you use the remote agent interfaces.

However! If you want to do all this in Vicidial, the agent CAN be set to place a client on "hold" by pushing them back into the ingroup and grabbing the next call (that they see in the queue) and then push that one back in the queue when they place them on hold (ie: the same thing they'd be doing in the soft phone, only with a button on the Vicidial interface and WITH client data on the screen!).

If you want to test this, set yourself up as an agent in a campaign and turn on ALL of the options for your user and that campaign. Then in the agent screen you'll see you have options to view queued calls, grab them when you're in pause, push a call from your screen back into the queue (and auto-pause) and then grab another one. Thus allowing you to "juggle" several calls at once.

[mflorell]

That was one of the reasons we added the Requeue Call campaign feature.

[omar]

Thank you so much for your help. Re-queue is a great feature