Russell Fewing

@elizabeth - Ok, understand now. Basically the manual version of what we do with Soundswitch.

 

Thank you anyway @Elizabeth.

So when a call comes in via Talk, we switch from PC speaker to headset using a little util called SoundSwitch. It is OK, but we have to remember to switch back after a call.

How do you handle your incoming calls after they ring on your PC speaker?

@Elizabeth (or @Stephen), do you have a solution that allows Talk agents to hear incoming calls ringing through the PC speaker and then handle the calls via headset? Any details would be much appreciated 

 

The Cisco Jabber (+ light) is a nice solution, but am I correct in thinking that we will not see the incoming callers number in the jabber window, just the Talk number?

I also suspect that this might get charged as two calls (customer IN, Talk OUT). Our phone volumes are now very low compared to email/web so this is not necessarily a deal breaker.

But has anyone used an alternative to Talk that addresses these issues? I think I may have seen a Jabber plug-in!

A possible solution that we are now using is 'SoundSwitch' - a small freebie app on Github. You set up a shortcut key to switch between audio from speakers and audio on headset, and you can switch at any time.

So we leave the audio output on speaker and then press Ctrl-F1 when a call comes in.

It does mean we have to remember to press Ctrl-F1 at the end of the call to turn speakers back on, but overall it is quick and easy to use.

+1

We have the same concern.

Agents often step away from their desk to configure hardware etc. they do not always go offline from Chat, especially when they only plan to be away for one minute.