ACD Agents

[thertel00]

I have a few queues setup and all seems to be working fine. For some reason I am able to login using any agent ID within my range (2000 - 2199). I only have 2 sets programmed so far (2101 and 2102) but can login with 2150. Is this by design? Can I make it so they can only login with their agent ID at their set?

 

[EddieDuece]

You could assign the agent ID to the set rather than the agent.

 

[thertel00]

On my set I have the following:

KEY 0 ACD 6100 0 2101

What is the alternative?

 

[EddieDuece]

Lookd like you already have it set up that way. How are your agents logging in via agent ID? What are the steps they go through?

 

[EddieDuece]

Post the ACD config from LD 23. The AID prompt is what controls howyou log in.

AID Yes= Customer will operate in Agent ID mode.
AID No= Customer will operate in Position ID mode.

 

[thertel00]

I don't get the option for AID.

 

[johnpoole]

ld 23
prt
scb

and there is your range of numbers.. your either in the agent id mode or position id




john poole
bellsouth business
columbia,sc

 

[thertel00]

AID is set to YES.

 

[EddieDuece]

Set it to no if the agent is assigned to a particular desk or cubilcle that no one else uses. The only reason I could see using the agent ID is if you have multiple shifts sharing a desk or cubicle.

 

[thertel00]

I will give this a shot tonight. Thanks.

 

[EddieDuece]

Any luck?

 

[thertel00]

Actually, I didn't try yet. I did not get in early enough this morning. I will give it a try over the weekend and let you know. Thanks for checking!

 

[dabble]

I was having some issues with an agent being able to login to their phone with a different ID than what was programmed on their phone so I did a search within this forum.

I did the PRT in LD23 for SCB and my AID prompt is also set to YES. So am I correct in saying that when this AID is YES, then any agent ID within my range set up in SCB (IDLB and IDUB) could feasibly log into any ACD phone on any ACD queue?

Is it recommended that the AID prompt be set to NO? We don't have different shifts of staff to worry about.

Thanks.

 

[EddieDuece]

I would set it to no then. Agent ID's are used more frequently when there is multiple shifts, or more than one staff using a particular phone. And, to answer your question, any agent within your range can log into any phone, when AID is set to yes.

 

[djwht]

in this situation, it doesn't really matter what you set it to.

If AID is yes and the range of of ID is very large, then any ID within that range is a valid login.

If AID is set to no, then anyone can log in by pressing the incalls key (key 0)plus # when off-hook to login.

you get the same result either way, anyone can login whether they're entering some digits first or not.

 

[EddieDuece]

True enough, but if this is someone messing around, you can at leat find out the location in your reports, if the agent ID is attached to a set.