ACD 2000-Auto Logout Last Agent On No Answer

[tommylux]

If I enable the ACD 2000-Auto Logout Last Agent On No Answer in the System Options Assignment, Should the last phone be ringing for x amount of time, (thus being logged out) what happens to the call?

I'm hoping it goes down path unavailable, wich would seem the logical answer, must there be a interflow set up?

Cheers

 

[MitelInMyBlood]

Depending on your setup, in the SX2000/3300 the call will first ring at the agent's station until auto-logout occurs. The call then requeues itself and follows the path unavailable assignment. You do not need interflow.

Note well, if you have more than one agent operating in "complete idiot mode" who fails to log out, then the call will requeue to the next non-logged-out agent and the cycle will repeat itself.

Thats why you have reports, to catch this kind of lunacy and nip it in the bud.

Do it once, shame on you. Do it twice, shame on me.

 

[Mitelpassion]

in my experience it does go to Path unavail

 

[tommylux]

Hi, Its not so much of a problem for our contact centre as we use 6100 to close the paths so all calls go down path unavail anyway. But on a couple of support desks, when agents need to physically see some, I told them, instead of "making busy" (which means that the calls will just queue without any intension of being answered as all agents have gone to support people) I told them to log out instead. This means, that if everyone has logged out, it will say "all our agents are dealing with other people"

I wanted to set an interflow to voicemail as well, but noticed that calls didnt go to the interflow after the time specified. I later realised that it doesnt interflow if its ringing at a station (it will next interflow after it logs out the user for NA) thus coming to the "ACD 2000-Auto Logout Last Agent On No Answer" command.

I think I know what I must do.. Any disadvantages to ACD 2000-Auto Logout Last Agent On No Answer?

 

[kwbMitel]

If you are trying to use the Agent logout on no answer to compensate for users to lazy/busy/stupid/fill in the blank to logout manually then it will not work.

As you have already mentioned, agents can leave their phones in Make Busy. If they do so, the call will never be presented to the set and the set will never log out. this will leave the queue open.

My solution is to program a speed call that will place the queue in DND and remove DND. Something like 1*XXXX to close and 2*XXXX to open where XXXX = Path number.



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

 

[MitelInMyBlood]

Maybe even get exotic here and use a Path Interflow event to trigger a speed dial that causes the path to go into DND.

 

[kwbMitel]

MIMB, you're so very bad.

Who the hell could support that kind of creativity.

Besides, you make it sound simpler than it is. you would need loopback trunks access by ARS connected to analog stations etc. How many points of failure do you want?

The end user MUST accept some responsibility.

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

 

[MitelInMyBlood]

Bounce it out to a transfer mailbox in voicemail and let VM translate it and send it back as the s/c number you need. Sometimes when necessity is the mother of invention, the solution is adversity's child.

I'm fortunate to have all the toys in my shop, tandem PBXs for routing tricks, spare channel banks, a DS3 DACCS. You need some translation tricks done, we can do it.

 

[MitelInMyBlood]

You must understand, when you're a COAM shop you are your own customer hence you're at liberty to do hundreds of screwball things that a conventional VAR would never think of doing, like putting NBE on a Multiline set, simply for the support headache it -might- create if something should happen. By comparison in our shop, what it creates is a lot of job security. Our Mgmt has looked at us several times to investigate feasability of outsourcing our work to a commercial VAR. So the VAR comes in to do a site survey, sees all the bizarre custom stuff that we do for our internal customer and then covers his arse with a quote so astronomically high no one would consider outsourcing a second moment.

 

[kwbMitel]

At the risk of repeating myself, you are soooo bad.

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

 

[tommylux]

Maybe even get exotic here and use a Path Interflow event to trigger a speed dial that causes the path to go into DND"

I believe that you would still enable the "ACD 2000-Auto Logout Last Agent On No Answer" as the call only interflows on the next logged out agent after the interflow time. (IE, you can set the interflow timer as 2 seconds, but it wont interflow as it is ringing on a agent... Interflow works to the exact second if you use a dummy acd phone as its technically not ringing - (as the system is queueing calls to path when no agent is logged in))

Didnt realise you could create functions as speedcalls.. Interesting

 

[Mitelpassion]

interflow does work even if agents are logged in. did you check that you actually enabled interflow? you set the timer but you also have to enable it.

the system will only queue calls to a path if the agent group that is the primary agent group of the path (assuming no other agent groups are programmed for overlfow etc) is set to allow calls to queue when no agents are logged in. this option available under the agent skill group programming.