AACC 6.2 - Agents Leaving Themselves In Overnight.

[mjl82]

Knowing the problems associated with having the agent stay logged in overnight, are there any official references from the documents
that state it's not supported? I've been sifting through the avaya documentation and I haven't been able to locate any mention just yet.
Has anyone ever stumbled upon any official docs that say otherwise?


Thanks!

 

[DFKSydney]

I have the same issue.

Only solution that I have worked out for my situation is to use time of day / day of week statements to effectively close the queues.

Also you can use call aging statements eg: If age of call >= xxx then ..... The only problem here is that you can get waiting times for the caller before passing from the queue to "something else".

 

[tgolds]

The best thing to do for this situation is in Contact Center Configuration under Call Presentation, is to set the Presentation to return to Queue and After return to Queue force agent into either Not Ready or Logout.
So what will happen is if an agent leaves for the day and does not log off, if a call is presented to that phone, it will automatically bounce back to the queue and the next available agent will get the call. Also it will force the agent/phone in logout or not ready state.