ability to 'disable' certain features

[Mitelpassion]

Hi,

I know that if you want to disable certain features on a set you'd use the COS of the phone but is it possible to stop a person from changing the ringing volume on his/her phone?

I doubt it cause I've not been able to find anything relating to this but I just want to confirm.

Thanks

 

[fissure]

you probably know this, but it is possible to disable it from saving the volume change with the 'Handset Volume Adjust Saved' COS option, but I'm not sure it is possible to stop them changing volume in the first place

 

[Canuckvoip]

Curious to know why you are asking???
I agree with both of you in that I know of no way to stiffle this.
What gives?

You can't believe anything you read... unless of course it's this sentence.

 

[Mitelpassion]

this is a call centre, agents turn the volume right down and then say they didn't hear the phone ring.

I know it's a lame excuse - just asking if there's a way. one is able to disable the do not disturb function, I would have thought it not to be so far fetched to disable the ability to change the ringing volume

 

[kwbMitel]

Are they the type of set that required a superkey to be programmed or do they have a fixed superkey?

You might try to "Lock the User Config" via the Multiline form.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[IrwinMFletcher]

Silly question, but what reason are they giving for turning the volume down?

 

[LoopyLou]

Another example of people expecting technology to "fix" peoples bad behavior. What is needed is giving the manager for the ACD a kick in the backside to get them correcting the problem with their people.

 

[Canuckvoip]

LoopyLou you are reading my mind.
Fire the people who do that.
Back it up with stats.
You cannot manage what you cannot measure...

You can't believe anything you read... unless of course it's this sentence.

 

[nytalkin]

You could just glue the volumne adjust buttons open.

NO GOOD DEED GOES UNPUNISHED!

 

[IrwinMFletcher]

It's the behaviour that is the point. Which led to my question. What I suspect is that the agents are being less than honest, they hear the ring fine. The only way that you can adjust the ringer volume is to intentionally go in and set it through the FAC (not likely), or by adjusting the volume keys on the set while the set is ringing.

If they say that they adjusted the volume while IN a call because the person they were talking to was too loud, then you have them as this would only adjust the audio level, not the ringer volume.

Otherwise ask the boss if they'd also prefer if the call doesn't get disconnected when the agent hits 'Cancel' as well....

 

[Mitelpassion]

guys I hear you. technology is not the answer here but rather a far less lenient approach.

challenge though is that the agents have to be trained for a couple of days before they can do actual work. so staff turn around is not really the best approach. I suppose that's why they asked about disabling the feature.

thanks for the replies. I kinda expected these

 

[blackberry1980]

Sell them contact centre management and tell them about the reports for abandoned calls

 

[kwbMitel]

An alternative approach might be to require headset use and enable auto-answer. This approach adds issues if the agent doesn't use makebusy when leaving the set though.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Mitelpassion]

they are running Contact centre. like i said even if they look at the report, it's costing them money to replace the agent.

rather just take away the ability to turn down the ringer. if they can't turn it down then they won't. I can absolutely see the customer's point of view. having said this though I'm certainly not siding with their view, merely looking at its merits

 

[LoopyLou]

kwbMitel:

Good answer on the auto answer but when we did that the agents kept putting the handsets down and walking away without logging out or going into make busy. Where there is a will there's a wrong way.