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Action Required – Review Attached Guide to Assist with Calls Remaining in Queue and Monitoring the “Indicator” for Such Calls

Problem:

Excessive wait times for callers when agents are not aware of the “Calls Remaining in Queue Indicator”.

Who this affects:

ORM Agents, and customers dialing the EEO Hot Line.

Solution/Instructions:

Please review the attached instructional presentation to assist you with adding a feature to your Avaya One-X Agent application. The feature allows “you the agent” to be aware of calls in your area of operation that are waiting in queue to be answered.

Select here to access the Avaya One-X Agent Dial Pad Setup

For Additional Assistance:

Please create an ORM HelpDesk Ticket

                           -or-

Contact the help desk directly at:

Phone: (202) 461-0295

Email:  ormhelp@va.gov

Office of Resolution Management (ORM)

1575 I Street NW Washington DC 20005

202-461-4064  /  www.va.gov/orm