I wonder if anyone can help, I need a service desk solution that isn't a full blown contact center, but is also more feature rich than native queue. here is what I need...
1 queue for IT help desk. 10 agents.
Hours of business functionality, route call to external number out of hours
Dashboard for the queue, to see if any calls waiting and also Agent status for all 10 users
Ability for manager to force login for the Agent
Call stats reporting to be real time on the dashboard
Ability to upload recordings and replace existing
greeting to be played before passed to an agent
In queue messages
timeout for queue
re-route from queue after waiting for x minutes
Not sure if there is anytihng around that can add that functionality at a reasonable cost
