How to let agents in a que monitor if there are calls in the que

hi ​@JOHN MCCREERY 

one of my clients uses customer engagement pack add on.

Customer Engagement Pack | Zoom

Managing Call Queue analytics

thanks, eliot

We have power pack licenses for our supervisors at $25 a pop, I am looking for something a little more simple.  On other systems I have worked with you could set up a button on the phone to come on steady with one person in que, have a slow flash with X number of people in que, and a fast flash when X or more are in que.  On a Yealink phone you can program a BLF button to flash if calls are in que but only if the user is programmed to monitor the group.

You can always create a Wallboard (in Content Management) and provide the users access to the Wallboard but I wonder if you still need the Power Pack (now Customer Engagement Pack) license; if all of them are sitting in the same area, you can always publish that Wallboard into a Digital Signage for everybody to see not only how many call sin the queue, but also the stats to check how well they are they doing it in the queue; I assume you have access to Digital Signage. 

Regars,

Vincenzo C.

hi ​@JOHN MCCREERY 

i agree with ​@Vinnie .  one of my customer uses the customer engagement pack with the wallboard.

Using Wallboard Management for Zoom Phone

i am intrigued with your other system that used blf on yealink phones.  can you share any details?

thanks, eliot

They were not using Yealink phones they were using their own brand of phones. (Siemens)  If you worked in the CONNECT app in the MITEL phone system as a agent in the que you could get real time info. The ZOOM system can do it using a Yealink phone if you give the person monitoring rights to the Queue but it is a all or nothing situation.  Instead of giving privileges to the whole group, give privileges to each person in the group to tailor them to the persons job.  Just seems that this is like a lot of other things on this system, at least on the ZOOM phone part, it’s almost there but not quite.  Would love to sit down with designers.

hi ​@JOHN MCCREERY 

thanks for the information on Siemens and Mitel.

you might be interested in the Zoom Phone Release Notes to see what new features have been added.

you might be interested in the Zoom Phone Bluepaper.  In the admin section, there is a discussion of roles.

https://library.zoom.com/zoom-workplace/zoom-phone/zoom-phone-bluepaper/admin-experience

you might want to discuss your requirements with your Zoom account team including the Solutions Engineer.

thanks,  eliot